Front Desk Agent at Fay Hospitality Catskills LLC

FRONT DESK AGENT/GUEST SERVICES REPRESENTATIVE

Position Summary

The Front Desk Agent serves as a vital ambassador for Villa Roma Resort, performing essential guest service duties in a dynamic hospitality environment. This position combines clerical responsibilities with customer service excellence, requiring both organizational capabilities and interpersonal skills to maintain the highest standards of guest satisfaction. The role demands up-to-date knowledge of resort resources, facilities, and rate information to provide prompt and accurate service to our guests.

Hourly, Non-Exempt

Reports to; FOM

Essential Functions and Responsibilities

Guest Services Operations

• Process guest arrivals and departures according to established protocols
• Coordinate luggage assistance services for arriving and departing guests
• Maintain accurate guest records and reservation details
• Schedule additional activities and amenities for guests
• Provide knowledgeable responses about resort facilities and services
• Support guest needs throughout their stay

Financial Management

• Handle all guest payment transactions accurately
• Process credit card verifications and authorizations
• Generate and review guest folios and bills
• Manage cash drawer operations
• Post charges and payments to guest accounts
• Reconcile daily transactions

Communications and Administrative Support

• Operate switchboard and direct calls appropriately
• Sort and distribute incoming mail
• Prepare required operational reports
• Maintain organized filing systems
• Coordinate with all resort departments as needed
• Support reservation operations
• Document guest requests and concerns

Facility Maintenance

• Maintain appearance and cleanliness of lobby area
• Monitor coffee station supplies and presentation
• Ensure front desk area remains organized and professional
• Report any maintenance or cleanliness issues promptly

Required Qualifications

• High school diploma or equivalent
• Advanced typing and computer skills
• Strong mathematical aptitude
• Professional phone etiquette
• Excellent verbal and written communication abilities
• Ability to multitask in a fast-paced environment

Preferred Qualifications

• Prior hospitality industry experience
• Customer service experience: 1 year
• Clerical experience: 1 year
• Knowledge of hotel property management systems
• Experience handling cash and credit card transactions

Physical Requirements

• Extended periods of standing
• Continuous computer operation
• Clear speaking voice for guest interaction
• Basic lifting and carrying up to 25 pounds
• Manual dexterity for computer and equipment use

Working Conditions

• Professional resort environment
• Temperature-controlled indoor setting
• High-volume guest interaction
• Fast-paced, detail-oriented atmosphere
• Weekend and holiday scheduling required
• Variable shift assignments

Schedule Options

• Full-time and part-time positions
• Day shift and evening shift availability
• Weekend coverage required
• Holiday rotation expected
• Must maintain schedule flexibility

Key Competencies

• Guest service focus
• Attention to detail
• Professional demeanor
• Team collaboration
• Problem-solving ability
• Time management
• Basic accounting skills
• Organizational capability

The Front Desk Agent must maintain consistent standards of professionalism while ensuring exceptional guest experiences. This position requires someone who can work efficiently, maintain composure during high-volume periods, and adapt to changing guest needs while following all service protocols and resort standards.