Front Desk Agent - Olympic Peninsula - Lake Quinault Lodge

6 months ago(8/2/2017 3:54 PM)
Food Services
Employment Type


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 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.


Position Summary:
Front Desk Agents are the first line of communication for guests. The front desk is the hub of all communication for the property. Front Desk Agents establish a welcoming atmosphere from the minute a guest arrives at Lake Quinault Lodge. Agents are attentive and always willing to answer questions, resolve guest issues, communicate guest needs to other departments, and reserve rooms and tour activities on the property management system.  Agents should be highly knowledgeable about the property and 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 and/or retail area
  • Check guests in and out & prepare for next day arrivals
  • 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
  • Must ensure daily sales from department go into the safe
  • Log 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/supervisors are 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 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
  • Sell gift shop merchandise and handle returns
  • Rent and assist guests in boats - includes pushing boats out into the water
  • 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 Operations Manager.

***Employee Housing is not available at this location*** 



  • High school diploma or GED equivalent (some college preferred) with 2 or more years in customer service, hospitality, sales or call center experience is required.
  • Effective verbal communication and listening skills. 
  • Customer focused sales skills.
  • Strong computer skills, proficient in Microsoft Outlook and Internet browser, hotel systems experience a plus.
  • Excellent organizational, problem solving, complaint resolution and negotiation skills.
  • Self motivated and quick to learn.
  • Ability to work in fast-paced, busy contact center environment.
  • Flexible scheduling required.

Equipment Used:
Computer, Fax Machine, Telephone, SMS
Travel Requirements:   Little or No Travel (>10%)
Lifting Requirements:  
SEDENTARY - Lifting up to 10 pounds maximum and occasionally lifting and/or carrying small items (files, manuals, binders)


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