Front Desk Agent

Responsibilities and Duties:

• Approach all encounters with guests and team members in a friendly, service-oriented manner.
• Maintain regular attendance in compliance with Callaway standards, as required by scheduling.
• Maintain high standards of personal appearance and grooming which includes appropriate uniform and nametag when working.
• Always comply with Callaway standards and regulations to encourage safe and efficient operations.
• Detailed - Oriented
• Knowledge of Opera PMS, Word, and Excel software is preferred.
• Ability to multi-task and perform under pressure.
• Hotel or resort experience is preferred.
• Ability to work a flexible schedule, including weekends and holidays.
• Excellent guest service and computer skills.
• Ability to work independently and follow standard operating procedures.
• Supervisory experience in a front desk or hospitality setting is preferred. But it's not required.
• Assist with check ins, check outs and walk in reservations.
• Monitor no shows and cancellations.
• Greeting guests, assist with requests and resolve complaints
• Prepare next day's guest arrival packets
• Distribute reports via email & physical
• Monitor and report supplies needed for Front Desk agents.
• Respond to guests via Zingle, HotSOS, Booking and Expedia.
• Perform other duties as assigned by supervisor or management.
• Attend all meetings/training as required by supervisor or manager.

Education & Experience:

• High School Diploma or Equivalent (Required)
• Post-secondary education in Hotel Management or equivalent is an asset.
• Ability and willingness to work any shift. Including holidays and weekends.
• Previous Night Audit experience preferred, 6+ months previous work experience in a guest service positions preferably within the hospitality industry.
• Must be a strong ream player with proven leadership, development, delegating and planning skills.
• Must be creative, possess proven initiative with the desire to learn and develop.
• Ability to understand, follow, and effectively communicate both written & verbally in English
• Thorough understanding of basic math and accounting skills.
• Experience with Hotel PMS systems such as Opera Cloud.
• Ability to make sound decisions with little supervision.
• Able to work under pressure in a fast-paced environment

Physical Requirements:

• Ability to lift weights up to 30lbs
• Ability to stoop, bend, stretch, and lift while performing duties.
• Specific vision abilities required by the job include close vision and distance

Critical Thinking Skills:

• Be able to positively motivate and lead a team, conveying information and ideas clearly and effectively so that ownership of high levels of guest service is understood to be the role of each individual team member.
• Be able to evaluate and select among alternative courses of action quickly and accurately
• Be able to work well in high-pressure situations while maintaining composure and objectivity, including the ability to listen carefully to and resolve guest issues to the satisfaction of the affected guests.
• Be able to identify potential guest issues and then develop methodologies to prevent or limit the impact of those guest issues during the course of guest visits.
• Be able to assimilate complex information and data for various sources and consider, adjust or modify to meet the constraints of the particular need.
• Be able to effectively listen to, understand, and clarify concerns and issues raised by team members and guests.
• Be able to work with and understand financial information and data and perform basic math functions.
• A willingness to look several days ahead to know and understand the guest's needs.
• Understanding this role sets our agents up for a successful day.
• Ability to work independently and follow standard operating procedures.
• Strong customer service and communication skills.
• Flexibility to work a schedule that includes weekends, days, evenings, and holidays.
• Ability to perform under pressure and multi-task.