Front Desk Agent

Front desk Agents are the primary liaison between The Ranch and our guests, as agents represent our property to guests throughout their stay. Agents handle arrival and departure procedures, ensuring that Forbes 5-Star standards are met as well as variety of other aspects of guest services. Perhaps most importantly, agents are responsible for managing guest requests by providing the highest possible guest service and product.

Essential Duties and Responsibilities

1. Maintain knowledge of scheduled daily activities, Ranch features and services, accommodations, arrivals and departures, hours of operations for various Ranch outlets, etc. Use this knowledge in performing effective and efficient guest services responsibilities.

2. Address guest concerns, requests and special requirements by facilitating inter-departmental communication to assure guest requests are handled on a timely basis and to the highest standards.

3. Relay accurate information to guests regarding local attractions and activities as well as on-site Ranch activities, spa treatments, food and beverage events, etc.

4. Help manage the arrival process by preparing welcome cards, printing registration cards and waivers, performing the check in, and initiating the Ranch property tour in the Granite Lodge. When placing welcome materials in the accommodations, perform a final inspection.

5. Learn our Property Management System in order to maintain reservations in-house, review arrivals prior to check in trouble shoot incorrect folio postings, and update guest records.

6. Manage departure process by checking folio records in advance of departure, posting charges, processing adjustments and package allowances, and answering guests’ final questions.

7. Promote teamwork and quality service through daily communication and co-ordinations with other team members.

Education/Experience

1. High School Diploma required

2. College or University qualifications beneficial.

3. Customer Service experience required

4. Front Desk or hotel operations experience preferred.

5. Ability to clearly communicate with guests, management and coworkers to their understanding.

6. Ability to provide legible written communication.

7. Proficient in Microsoft Word, Excel and Power Point (required)

8. Valid driver’s license.

Special Skills/Physical Demand

1. Agent will make active efforts to influence events to achieve the delivery of superior customer service to all guests.

2. Considerate of the feelings and needs of other and responds to the needs of others with a sense of urgency.

3. Willingness to do what it takes to get the job done right focusing on problem prevention for individual or group efforts.

4. Attention to detail that ensures superior performance.

5. Ability to perform assignments with minimal supervision and focus attention on details to ensure superior performance.

6. Ability to ensure security and confidentiality of guest and company information.

7. Effective expression in individual or group situations (includes gestures and non-verbal communication)

8. Effective expression of thoughts and messages in written format (includes clarity, grammar, spelling conciseness, etc.)

9. Actions are consistent with overall Ranch goals and objectives facilitating inter-department and inter-ranch cooperative actions. Ability to work cohesively with co-workers as part of a team.

This job description is intended to convey information essential to understanding the scope of the position and it is not intended to be an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with the position. Management may assign or reassign duties and responsibilities to this job at any time.