Front Office Agent - Asilomar - Lodging

US-CA-Pacific Grove
2 months ago
ID
128379
Category
Hotel - Lodging - Recreation
Employment Type
Fulltime-Regular

Overview

Aramark (NYSE: ARMK) is in the customer service business across food, facilities and uniforms, wherever people work, learn, recover, and play. United by a passion to serve, our more than 270,000 employees deliver experiences that enrich and nourish the lives of millions of people in 22 countries around the world every day. Aramark is recognized among the Most Admired Companies by FORTUNE and the World’s Most Ethical Companies by the Ethisphere Institute. Learn more at www.aramark.com or connect with us on Facebook and Twitter.

 

Aramark’s leisure group specializes in lodging, recreation, conference centers and meeting services. The scope of our operations includes lodging, conference and meeting space, houseboats and other marine activities, retail merchandise, casual and fine dining experiences, and interpretive tours in some of this country's most pristine protected lands and national parks. We have been active partners with the National Park Service for over 20 years, providing high-quality visitor services in numerous locations across the United States. We are one of the nation’s leading managers of conference centers with a strong focus on customer experience. We are considered a premier provider of professional services by clients and competition alike, committed to providing high-quality recreation, hospitality and authentic experiences to clients and visitors from all over the world.

Description

Position Summary: Front Desk Workers are the first line of communication for guests and tour directors. The Front Desk is the hub of all communication for the property. Front Desk Workers establish a welcoming atmosphere from the minute a guest arrives at an ARAMARK location. Front Desk Workers are attentive and always willing to answer questions and resolve guest issues, communicate guest needs to other departments, reserve rooms and tour activities on the property management system and welcome groups of up to approximately 80 people at a time. Guest Services Workers should be highly knowledgeable about the property and the surrounding areas. This position requires individuals with a high attention to detail, a strong dedication to customer service and a positive and friendly attitude.
 
Essential Functions:

  • Greet all guests upon arrival at the Front Desk
  • Check guests in and out
  • Program keys and make key packets
  • Confirm reservations for rooms, tours and activities
  • Sell and make reservations for rooms, tours and activities
  • Handle cash, traveler’s checks and credit cards in a safe and accurate manner
  • Must be proficient in counting money, providing guests with change whenever needed
  • When required must provide designated employees with working banks, taking care of all currency needs for the day
  • Must ensure daily sales from each department go into the safe, so that they can be safely taken to the accounting department
  • Hand out safety deposit boxes to guests
  • Log wakeup calls and communicate messages to guests
  • Ensure a clean and pleasant atmosphere at Front desk and lobby areas at all times
  • Ensure maintenance, walk-ins and upgrade logs are completed
  • Run correct occupancy and emergency reports
  • Effectively communicate with guests, employees, tour directors and vendors to ensure all guests receive prompt and courteous service
  • Take charge when upper management is unavailable and unforeseen complications (bad weather, cancellations, etc. arise)
  • Maintain positive attitude in high stress situations
  • Go the extra mile and follow through to ensure guest satisfaction
  • Must be able to work with diverse populations in a supportive and positive manner
  • Diplomatically handle guest complaints – always be polite and maintain a professional manner
  • Effectively interpret and disseminate information in group and individual settings
  • Must have the ability to speak clearly and confidently in front of groups of up to approximately 80 people
  • Expedite tour buses (where applicable)
  • Must be flexible and willing to work a varied schedule
  • Learn and use Springer Miller property management system and Microsoft Office programs
  • Use basic office equipment
  • Prepare for next day arrivals
  • Know and comply with all company policies and procedures regarding safety, security, emergencies and energy
  • Report to work on time and in complete uniform
  • Other duties as assigned

Status and Scope:

  • Reports to Front Desk Manager
  • Position requires a strong customer service focus, strong communication skillsand a positive attitude
  • Must be able to work efficiently – prepared to help wherever needed

Qualifications

Welcome and accommodate guests and staff in an effective and courteous manner. Directly participates in operating a traditional 24-hour, seven days a week, hotel-style front desk operation. Answers external and internal telephone calls taking and delivering messages as needed. Provides guest services at the Lodge so each staff member and guest experiences a positive impression of the facility. Works in conjunction with all guest service employees. Deals with any Lodge guests and employees who require or request hospitality services.

 

Essential Tasks:

• Empowered to make decisions that directly affect the guest’s experience in a positive fashion.
• The front desk will be staffed to provide services 24 hours a day 7 days a week.
• After training, must display a working knowledge of emergency procedures so that employee and guest safety will be insured.
• Utilizes the radio/paging internal communication system used throughout the facility.
• Acts as the reservation attendant.
• Assists in coordinating registration functions for all guests.
• Daily front desk checklist tasks that include:
o Check in and check out functions.
o Guest orientation of the local area and the Lodge facilities.
o Preparation and hand out of name tags, parking passes, and other orientation information.
o Proper telephone service techniques and reservation system operation.
o Handling of guest mail, messages, and special deliveries.
o Coordinate reservations for guest transportation.
o Full understanding and utilization of the property management system.
o Familiarization with night audit functions.
o Assist all guests in any way possible.
o Maintain a limited supply of sundries.
o Notification and processing of an express check out process.
• Maintains adequate change bank to support the guest service needs.
• Reconciles disputed guest charges.
• Provides explanation for paid outs, miscellaneous charges, and allowances (must have the approval of the supervisor on duty).
• Participates in Quality Assurance Programs that include daily inspections and reviews to address areas in need of improvement.
• Assists with storing and inventorying of supplies necessary to perform daily operations.
• Works within the key issuance and control program to ensure total key control and quality assurance.
• Communicates closely with all departments to ensure a seamless guest experience.
• Responsible for sale of gift shop items.
• Responsible for keeping the gift shop area cleaned & well stocked.
• Active departmental participation in training programs as directed by the General Manager.
• In the event of inclement weather, will be required to remain on sight and on duty until replaced.
• Follows ARAMARK policies and procedures and safety policies.
• May be required to work overtime, nights, and/or weekends.
• Additional tasks and responsibilities may be assigned at the discretion of the manager.
• Employee is responsible for general knowledge of corporate environmental policies and procedures and how they relate to their job functions. Corporate policies and procedures are posted on bulletin boards or can be accessed at dpr.web.
• Employee is responsible for knowing the environmental aspects and associated impacts of their job position. Job specific Environmental Aspects and Impacts will be communicated by Dept. Managers during EMS training and/or pre-shift meetings.
• Environmental objectives and targets will be communicated by dept. managers for each dept. during EMS training and/or pre-shift meetings.
• Employee will have no less than 1 performance review per year to include an evaluation of performance standards as they relate to work instructions addressing their department’s environmental aspects. Employee will be aware of environmental objectives and targets within their department and how the objectives and targets affect their job performance.

Education:
High school diploma or equivalent required. Can read, understand and clearly speak English. A Driver’s License is necessary.

Experience:
Minimum of two years’ experience in a like employment.

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