Front Desk Agent

Fay Hospitality Catskills LLC • Full-time • Callicoon, New York, United States • $18 - $22 / hour • 2w ago

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.