Description The Front Desk Staff is the first point of contact for guests. The Front Desk Staff is expected to provide excellent guest service. The Front Desk Staff needs to be prepared to answer a variety of guest questions regarding services and/or activities available at the property (e.g. membership prices/plans, available leagues and rates, events, and other services or activities available at the property). The Front Desk Staff also provides tours of the property and enforces the property's rules and policies. The Front Desk Staff reports directly to the Membership Director, Business Development Director, or Assistant General Manager depending on the property's organizational structure.
ESSENTIAL DUTIES AND RESPONSIBILITIES - Greet guests and provide information about services and activities at the property
- Provide courteous and friendly service to all guests
- Resolve guest complaints with or without the assistance of supervisory personnel
- Complete registration process for services/activities offered at the property
- Process payments in accordance with property standard procedures
- Maintain a cash drawer in accordance with property standard procedures
- Complete shift reports in accordance with property standard procedures
- Complete and file applicable waivers for participation in activities
- Operate front desk technology (e.g. multi-line phone systems, barcode scanners, webcams, windows-based workstations, etc.)
- Perform other duties and responsibilities as needed, required, or assigned by supervisory personnel (first line supervisor, department head, Manager on Duty, etc.) and/or the General Manager
Requirements- Maintain strict confidentiality regarding guest information
- Display strong verbal communication skills
- Display professionalism in appearance and interaction with guests
- Detail oriented and possess outstanding organizational skills
- Ability to remain calm and focused in a high-volume, fast-paced environment
- Ability to work in difficult and stressful environments
- Ability to prioritize and perform multiple tasks simultaneously
- Ability to remain calm and professional in emergency situations
- Availability to work evenings, weekends, and holidays if necessary
QUALIFICATIONS Education and/or Experience: No prior experience or training is required. Guest-facing experience is preferred.
Language Skills: Ability to communicate services and activities offered in English. Other language skills are desirable.
Mathematical Skills: Calculate total payment amounts and/or change with or without technology (computer programs, calculators, etc.)
Computer Skills: Use of a windows-based workstation and peripheral equipment (cameras, barcode scanners, scanners, printers, etc.) is required.
Physical Demands: Standing: Constantly (>66%)
Sitting: Frequently (33-66%)
Walking/Running: Occasionally (
Bending/stooping: Occasionally (
Reaching/twisting: Occasionally (
Lifting/pushing/pulling: Occasionally (up to 25 lbs) (
Hearing: Constantly (>66%)
Talking/shouting: Constantly (>66%)
Seeing: Constantly (>66%)
Work Environment: The Front Desk Staff is normally indoors in a temperature and humidity-controlled environment. The noise level in the work environment is usually loud.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.