Front Desk Agent

Come and create "woah" experiences, at The Terraces, the newest addition to The Grove Resort & Water Park Orlando, an expansive 106 acre hotel destination just six miles from Walt Disney World. Be part of a dynamic team that creates dream vacations and offers endless career growth opportunities. The Terraces provide a tranquil and relaxing environment overlooking Lake Austin, away from the crowds. We offer a fun and rewarding work experience in a supportive and engaging atmosphere. Be part of something extraordinary at The Grove!

Join Spire Hospitality in helping create unforgettable guest experiences.

We're redefining hospitality with a focus on People, Passion, and Purpose. Join Us!

At SPIRE, we recognize that creating memorable guest experiences and delivering best-in-class performance for our investment partners begins with the team we have in place. Bringing our People, Purpose, and Passion to life across our portfolio of 30+ properties in 19 states across America.

We know that every member of our team is vital to our ongoing success and has played an important role in achieving the industry-leading results we are known for today. Because we wholeheartedly believe that as a collaborative, focused, productive, and diverse team we go further, we always put people first.

When you join SPIRE, we ensure that you receive the support, tools, and opportunities you need to grow as an individual, and to excel in your hospitality career.

Job Overview: Greet and register guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay to meet high standards of quality.

Responsibilities and Duties:

• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.

• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Requires continual standing and movement throughout front office.

• Verify and imprint 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 room and House accounts using the computer.

• Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

• Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, research and attempt to resolve problem within established guidelines; may include turning problem over to a supervisor.

• Field guest complaints, conducting through research to develop the most effective solutions and resolve complications such as location changes or credit issues. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating, or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.

• Summon guest service personnel for assistance to escort guests to their rooms as appropriate.

• Provide safety deposit boxes for guest by escorting them to the vault room, assisting the customer in opening the deposit box lock.

• Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer.

• Use the photocopier to make copies of items as required.

• File registration cards in room number order.

• Retrieve registration cards from the files for each check out.

• Other duties as assigned by the supervisor such as assisting PBX operators or reservations agents.

Specific Job Knowledge and Skills:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.

• Ability to stand and move throughout the front office and continuously perform essential job functions.

• Ability to read, listen and communicate effectively in English, both verbally and in writing.

• Ability to access and accurately input information using a moderately complex computer system.

• Hearing and visual ability to observe and detect signs of emergency situations.

Other Expectations:

• Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.

• Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. This includes nights, weekends and/or holidays.

• All employees must maintain a neat, clean and well-groomed appearance (specific standards available).

• Employee is always required to take on the responsibility and wear appropriate Personal Protective Equipment (PPE) as determined by position and duties.

• Complies with health and safety rules, regulations and procedures to maintain a safe environment.

Other Expectations:

• Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.

• Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. This includes nights, weekends and/or holidays.

• All employees must maintain a neat, clean, and well-groomed appearance (specific standards available).

• Complies with health and safety rules, regulations, and procedures to maintain a safe environment.

Grooming:

All team members must maintain a neat, clean, and well-groomed appearance (specific standards available).

Benefits:

We offer a comprehensive full-time benefits package consisting of medical, dental, vision, pet discount program, identity theft protection, pre-paid legal support, flexible spending accounts, matched 401K, life, critical accident or illness, short- & long-term disability, paid time off, wellness programs, wonderful hotel discounts and much more!!