Front Desk Agent
Department: Front Desk
Reports to: Front Office Manager
General Description:
The Front Desk Agent is part of the Moraine Lake Lodge front desk team which is responsible for guest service and reservations. Our Front Desk Agents are the first voice and first team member our guests interact with. There must be a strong focus on guest services to ensure an amazing stay. This position is a multi-task oriented with main duties including; answering phones, taking reservations, selling rooms, guest service (concierge), assisting the dining room, retail sales, end of day accounting and following check-in /check-out procedures.
Essential Duties and Responsibilities:
Guest Service

• Ensure quality guest experience by providing consistent and efficient service,
• Follow all procedures as outlined in the front desk manual,
• Process reservations and all changes in a pleasant and professional manner,
• Provide information about Moraine Lake Lodge and surrounding area during a sales call to ensure full marketability to potential guests,
• Use up selling techniques to ensure all potential guests are realizing the full value in all Moraine Lake Lodge packages and room offerings,
• Register arriving guests, assign rooms, help with luggage and perform Lodge tours for guests,
• Book dinner reservations for guests in the main dining room,
• Be knowledgeable and engaging when providing information to guests about services and activities in the area,
• Check-out guests, reconcile guest folios and process payments.
• Balance cash and complete balance sheets, cash reports and related forms,

Operations & Administration

• Prepare accurate daily reports,
• Ensure reservations, FIT and group correspondence is 100% accurate,
• Operate Five Star system; perform flawless cash-out upon daily closing,
• Follow all cash handling procedures,
• Complete the end of day accounting and audit,
• Prepare bank deposits and cash reconciliation, ensure all house accounts are reconciled,
• Prepare commission statements and billing requests,
• Maintain front desk organization & inventory.

Qualifications:

• Must be 100% guest service oriented, have excellent people skills with a positive & upbeat personality,
• Previous hotel/front desk experience preferred, minimum 1 year,
• Currently enrolled in a hospitality/tourism program, an asset,
• Must have strong computer skills,
• Outdoors enthusiast, a passion for hiking and exploring the Rocky Mountains,
• Previous hotel experience an asset,
• Second language an asset.

Working Conditions:

• Able to work a variety of shifts including evenings, weekends and holidays, to meet the needs of the business,
• While performing the duties of this position, Team Members are required to be on their feet for extended periods of time,
• Ability to work with outside with varying weather conditions (ex. Extreme Heat, Extreme Cold, Rain, Snow),
• Occasionally required to lift and carry up to 50lbs,
• Occasionally required to lift and climb a step ladder or step stool.

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