Overview:
First impressions are everything!
As a Front Desk Agent with Tamarack, you have the opportunity to provide a welcoming and memorable experience like no other.
Your personalized greeting, care in guest room selection, and knowledge of the Resort will ensure our guests will have a lasting memory of their visit.
Responsibilities:
You need to have a fast paced and dynamic personality.
Consistently offer professional, friendly, and engaging service.
Answer guest inquiries regarding rates, special packages, and general information accurately in a timely manner.
Have a thorough knowledge of different types of homes offered and assist guests with booking the best home to fit their needs.
Put together check-in packets, issue keys, and send confirmation and day of arrival e-mails.
Greet, check in, and settle guest accounts while ensuring all service standards are followed.
Understand customers needs and provide them with personalized solutions by suggesting activities and amenities provided by the resort.
Be fully aware of the daily functions around the resort.
Work with multiple systems and ensure complete accuracy of information regarding guest needs, activity/dining bookings, and other requests.
Log in to multiple booking platforms including AirBNB, inntopia, Expedia, and booking.com to ensure reservations are correct and guests have proper communication.
Provide anticipatory service when engaging with guests on the phone, over e-mail, or in-person.
Listen to and respond to guest complaints and find the most appropriate solution.
Ensure coffee room, front office closet, and back-office supplies are stocked and organized.
Accurate completion and balancing of all special billing, deposits due, and other guest charges.
Follow department policies, procedures, and service standards.
Relay maintenance and housekeeping requests to correct department and follow up with guests.
Drive to properties to help departure check, deliver amenities, and inspect for damages.
Qualifications: Proficiency in English both written and oral.
Previous customer service experience required.
Previous reservation system experience.
Computer literacy in Microsoft Window applications required.
Must be able to type ~40 words per minute.
Must possess a professional presentation.
Strong interpersonal and problem-solving abilities.
Highly responsible & reliable.
Ability to work well under pressure in a fast-paced environment.
Ability to work cohesively with fellow colleagues as part of a team.
Ability to focus attention on guest needs, remaining calm, and courteous at all times.
Adaptability to changes in work environment and able to deal with frequent changes, delays, or unexpected events.
Must be able to stand/walk for long periods.
Must enjoy working and interacting with the public- including phone interactions.
Ability to multi task.
Must be over 21 years of age.
High School Diploma or Equivalent.
1 year customer service in resort industry.