Front Desk Agent

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 Pay Range: $18.00-$22.00 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 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.