Guest Service / Front Desk Agent

Location Douglasville, GA
Property Foxhall Resort and Sporting Club
Date Posted October 22, 2018
Job Type Customer Service, Front Desk

Description

Douglasville, GA -The Guest Service/Front Desk Agent will organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. S/He will secure payment, verify and adjust billing, activate and distribute room keys, process all guest requests and relay messages. The Guest Service/Front Desk Agent will welcome and acknowledge all guests according to company standards, anticipate and address guests` service needs, assist individuals with disabilities, and thank guests with genuine appreciation. As a Guest Service/Front Desk Agent with Foxhall Resort, you have the opportunity to provide a warm, welcoming, and personalized experience for our guests.

As much a mindset as it is a resort, Foxhall is a celebrated estate on 1,100 acres of sprawling Georgia countryside. A playground of luxe lodging, farm-to-table cuisine, and year-round outdoor pursuits, Foxhall is the destination of choice for family and friend getaways, weddings, sporting excursions and corporate retreats.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Effectively explain to guests all the services, amenities and activities on the resort
  • Greet customers immediately with a friendly and sincere welcome
  • Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions
  • Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate
  • Promote Foxhall Resort and brand marketing programs
  • Make appropriate selection of rooms based on guest needs
  • Code electronic keys
  • Non-verbally confirm the room number and rate
  • Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate
  • Verify and imprint credit cards for authorization using electronic acceptance methods
  • Handle cash, make change and balance an assigned house bank
  • Accept and record vouchers, traveler’s checks, and other forms of payment
  • Convert foreign currency at current posted rates
  • Post charges to guest rooms and house accounts using the computer
  • Promptly answer the telephone using positive and clear communication
  • Input messages into the computer
  • Retrieve messages and communicate the content to the guest
  • Retrieve mail, small packages and facsimiles for customers as requested
  • Close guest accounts at time of check out and ascertain satisfaction
  • In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances
  • Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results
  • Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
  • Remain calm and alert especially during emergency situations and heavy hotel activity
  • Plan and implement detailed steps by using experienced judgment and discretion
  • Comply with attendance rules and be available to work on a regular basis
  • Perform any other job related duties as assigned

QUALIFICATIONS:

  • High school diploma or equivalent required, and college degree preferred
  • Significant attention to detail
  • Experience in Resort, Hotel or a related field highly preferred
  • Must be able to work a flexible schedule (any shift)
  • Adhere to all company Standard/Conduct policies and procedures
  • Follow the company’s employee hand book for rules and regulations
  • Command of the English language both written and verbal
  • Ability to access and accurately input information using a moderately complex computer system

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

Job Type: Full-time

Salary: Depending on experience

Benefits: Medical, Dental, Vision • 401k • PTO Plan • Discounts at other Charlestowne Hotels properties

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