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Front Desk Agent


Position Title: 

Front Desk Agent

Reports To: 

Front Desk Supervisor

Department: 

Lodging

General Purpose:

Assure highest possible level of guest satisfaction. Responsible for capturing sales through reservations and sales inquiries. Coordinates front office activities to assure that guest service standards are consistently met and optimum number of rooms are occupied.

Essential Duties/Responsibilities:

Demonstrates and promotes a strong commitment to providing the best possible experience for our guests, homeowners and employees.

Sells the value of Durango Mountain Resort to all inquiries (via telephone and in person) and strives to convert them into reservations and occupied rooms.

Probes to uncover as much information from guest as possible to assist in the gathering of potential sales leads, as well as understanding/defining market segmentations and company information.

Processes guest reservations, registrations, payments, and departures.

Handles collection efforts of all in house balances and notifies management of potential liabilities.

Balances all cash, checks, credit card and city ledger accounts through verification. Shift reports and performs audit functions if assigned.

Responsible for thorough understanding and effective performance of property management system.

Maintain and organize work area and clean Front Desk daily.

Respond to all guest requests and follow through to assure satisfactory outcome and compliance.

Offer guest assistance when needed whenever possible.

Complies with all safety and security policies in accordance with Durango Mountain Resort standards.

Involves cross training into the housekeeping and laundry areas so that assistance can be given as needed.

Education and/or Experience:

High school diploma or general education degree (GED); or one to three months lodging experience and/or training preferred; or equivalent combination of education and experience.

Language Skills:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees or organization.

Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compete rates, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability:

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is regularly required to stand; walk; use hands to finger, handle or feel objects, tools, or controls; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl and taste or smell.

The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee occasionally works near moving mechanical parts and in the outside weather conditions and is occasionally exposed to fumes or airborne particles and toxic or caustic chemicals.

The noise level in the work environment is usually moderate. This is a non-skiing position.

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