17985 19998

Sanctuary Front Desk Agent

Kiawah Island Golf Resort

Jul 16, 2015 - Charleston


 
Overview:
Responsible for warmly welcoming and efficiently checking guests into and out of The Sanctuary. Responsible for proactively delivering the utmost level of customer service to guests and visitors, including facilitating service execution throughout the hotel and resort. Responsible for patiently resolving guests’ concerns and graciously complying with their needs. Responsible for maintaining control and organization within the Front Office.

Reports To:
· Front Desk Supervisor
· Assistant Front Office Manager
· Front Office Manager
· Rooms Division Manager
 
Qualifications:
· High school degree
· Hospitality management education or at least one year of front desk experience, preferably with a four-star/four-diamond or higher rated hotel
· Ability to communicate clearly with proper grammar in English
· CPR certification (may be required after employment)
· High aptitude for computer programs
· Excellent organization habits
· Effective conflict resolution skills
· Professional and cooperative demeanor
· Positive and energetic attitude

Skills:
· Ability to work productively with minimal supervision, appropriately employing initiative
· Ability to prioritize tasks effectively and utilize time efficiently
· Ability to focus and conscientiously follow through on details
· Ability to actively listen and appropriately respond to guests’ inquiries and complaints, always remaining composed and courteous
· Ability to grasp and productively employ familiarity with Sanctuary and KIGR features and information
· Ability to insightfully utilize knowledge of Charleston and surrounding areas
· Ability to work well under pressure and in circumstances of change, making quick and appropriate decisions
· Ability to communicate professionally and formally but with genuine empathy and sincere Southern grace
· Ability to execute job responsibilities cooperatively as a team member
· Ability to address multiple tasks simultaneously, maintaining control and organization

Responsibilities:
· Communicate proactively, cooperatively, and appropriately with other hotel and resort departments regarding guests’ needs and preferences as well as property situations
· Proficiently create Front Desk reports, effectively utilizing information, and complete checklist tasks and paperwork
· Promptly and appropriately greet Sanctuary guests and visitors
· Accurately check guests into and out of the hotel in accordance with established standards and guidelines
· Demonstrate comprehensive knowledge of Sanctuary rooms, services, and facilities, including personnel, features, and hours of operation
· Maintain discretion and security for the hotel and guests
· Demonstrate effective knowledge of resort amenities, nearby places of interest and necessity, and Charleston businesses, attractions, and activities
· Energetically assist guests in resolving accommodation complaints and reservation/package concerns as well as in planning and booking activities
· Comprehensively, in accordance with established standards and guidelines, book and accurately change or cancel reservations
· Appropriately answer and accurately respond to or route telephone calls
· Proficiently operate all Front Office equipment, including administrative machines, telecommunication systems, and software programs
· Maintain awareness of groups, including reservation details and scheduled activities
· Respond to security and emergency situations in accordance with established Sanctuary guidelines
· Comply with procedures and requirements established in the Front Office Manual
 
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, or efforts associated with this position. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.
 
The employee should sign below indicating acceptance of this position’s responsibilities and acknowledging specific comprehension of associated expectations.

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