Hotel Front Desk Agent

Department: Lodging
Season: Year Round
Time: Full Time

LOCATION: 4302 Access Rd. Bolton, VT 05477

Evening Shifts - Weekends and Holidays are a must. 

Job Summary:  Provides knowledgeable, efficient and friendly service to all lodging guests and prospective guests, to provide a quality stay and positive guest experience.   

Essential Functions: 

1)      Greet customers in a timely manner with a friendly and sincere welcome.  Usa 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.

2)       Complete guest registration by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate.  Code electronic keys.  Non-verbally confirm the room number and rate.  Provide welcome information containing room keys, coupons.  Requires continual standing and movement throughout front office area.

3)       Verify and impring credit cards for authorization using electronic acceptance methods.  Handle cash make change and balance an assigned house bank.  Accept and record vouchers, travelers checks, and other forms of payment.  Perform accurate, moderately complex arithmetic functions using a calculator.  Post charges to guest rooms and house accounts using the computer.

4)       Promptly answer incoming phone calls.  Retrieve messages and communicate the content to the guest in a friendly and professional manner.  Retrieve mail and packages for customers as requested.  Maintain lost and found inventory, by cataloging all lost items, and reaching out to guest if contact information is available.

5)       Close guest accounts at time of check out, determine satisfaction and invite guest back.  In the event of dissatisfaction, research and attempt to resolve problem within established guidelines; may include turning problem over to a supervisor or manager.  Guest must be happy upon departure.  It is the front desk agents' responsibility to exceed the guests's expectations.

6)       Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues.  Listen and extend assistance to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm, alert and professional especially during emergency situations and heavy hotel activity.

7)      Must understand and follow all company policies and procedures and exceed service expectations.

8)       Act as liaison between guest and security, guest services, engineering and any other department.  Provide timely information via two-way radios to employees in response to emergencies and guest requests such as plumbing problems, guest needs etc.  Must call guest back to confirm that issue has been taken care of and that the guest is happy.

9)       Regular attendance in conformance with the standards, which may be established by manager from time to time, is essential to the successful performance of this position.  Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

10)      Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

NOTE:  All Bolton Valley employees are required to perform alternate functions from time to time, both within and outside of their assigned department, particularly during peak periods such as holiday weekends. 

Customer Service Expectations:  The Front Desk Agent has continuous customer contact.  Employee is expected to be courteous and professional in accordance with Bolton’s commitment to providing superior customer service.  

Qualifications: High School and at least 1 year of customer service required.Hotel, Lodging, Long Term Rentals, Administrative, Front Desk Associate, Sales, Hospitality and Computer skills all desirable!

Required Knowledge and Skills:  Good comprehension of what constitutes excellent customer service.  Ability to diffuse sometimes difficult customer situations with courtesy and professionalism. 

Physical and Mental Demands:  Must help guests with luggage, vacuum lobby, assist in housekeeping, and perform similar physical activity, requiring lifting up to 50 lbs. and pushing/pulling, bending, reaching, and squatting.

Work Environment:  Work is performed primarily indoors in a climate controlled environment, but sometimes requires outside work in winter to shovel snow from the front steps and fire escapes. 

Disclaimer:  The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  This is not an exhaustive list of all responsibilities, duties, and skills required.  All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.