Job Description: Front Office Guest Service Agent - Running Y Ranch

Job Description:Front Office Guest Service AgentJob OverviewThe purpose of this position is to interact with our guests and ensure they have a greatexperience when staying at the resort. This person is also responsible for responding to guestcalls or inquiries about room reservations, to provide information and reserve rooms for guestscoming to the resort. The Front Office Guest Service Agent will continue the arrival experienceby ensuring clear communication with guests, obtaining all necessary information and providingthe guest a room that meets their expectations. Agents will be well versed in promotions,events, pricing, and sales strategy to meet the guest’s request.General Responsibilities Answer incoming calls and assist with reservations, confirmations, room need requests,and questions. Explain resort products, service and other information about the resort as requested. Sell, process and enter and confirm room reservations using selling techniques andstrategies. Maintain knowledge of current resort events, activities, hours of operation as well asdining options currently available. Greet guests warmly and perform registration procedures. Provide guests with appropriate room assignments, room keys, directions to the rooms,while up-selling when appropriate. Verify payment for stay including incidental costs by obtaining credit information. Assist guests with issues and complaints, with empathy and a focus on guest satisfaction.Use supervisor support when necessary. Answer incoming calls within 3 rings with appropriate greeting. Maintain accurate logs of mail, packages, parcels or other items for guest delivery. Accurate accounting of cash bank assigned to each agent. Post charges to guest accounts as designated. Facilitate guest departures providing accurate statements and ensuring guest satisfactionand collecting all payments due. Other duties as assigned.Job QualificationsEducation: High school diploma or equivalent.Experience: Previous guest service and reservations experience preferred. Excellent written and oral communication skills required. Positive interpersonal skills required. Must be fluent in verbal and written English. Excellent computer and typing skills are required. Excel and Word proficiency desired. Previous call-center experience preferred. Excellent listening and comprehension skills required.1 Friday, March 29, 2013

Job Description:Front Office Guest Service AgentFLSA InformationManagement Activities NoneDiscretion / Independent JudgmentThis position does represent the company in handling complaints, arbitrating disputes orresolving grievances, as a Front Desk Agent/Reservations Agent you will be expected to workwith guests and visitors to ensure satisfaction. A Front Desk Agent/Reservations Agent will haveto take initiative and get creative in resolving guest challenges and involve a supervisor onlywhen previous methods have been unsuccessful.ADA InformationPhysical Requirements Ability to speak and hear Close and distance vision Identify and distinguish colors Frequent standing with some walking and sitting Will stand for long periods of time Frequently lifts/carries up to 5 lbs Occasionally lifts/carries up to 25 lbs Continual use of manual dexterity and gross motor skills with frequent use of bi-manualdexterity and fine motor skills Able to reach hands and arms in any direction and kneel and stoop repeatedlyWorking Conditions Generally in an indoor office setting Will be using a computer frequently Varying schedule to include evenings, holidays and extended hours as business dictates2 Friday, March 29, 2013