Job Description: Front Desk Attendant

Reports to: Guest Services Manager   

Overall Objectives:

As an integral member of the PCL team, your responsibility as a Front Desk Attendant is to provide a consistent level of service excellence to the Resort guests, their guests and staff possess with respect to the general procedures that occur through the Front Desk operation and managing the Lodge phone system which Resort guests and staff utilize. You must have a positive attitude and an attentive approach, with a regard for health and safety in accordance with the Occupational Health and Safety Act and the health and safety policies and procedures of Port Cunnington Lodge.

The Front Desk Agent is responsible for providing the highest quality of service to guests in an attentive, courteous, and efficient manner, by checking guests in and out of the Resort. They provide a welcoming attitude and are proficient in all service questions and requests. · Resolve minor guest complaints to the satisfaction of the customer; inform supervisor of major problems, complaints, disturbances, or unhappy guests. Always comply with the PCL standards and regulations to encourage safe and efficient Resort operations.

Requirements:

• Strong written and verbal communication
• Possess strong computer skills and a good phone manner
• Check resort guests in and out of accommodations
• Answer questions regarding resort and daily activities
• Process Guest payments
• Coordinate with Food and Beverage staff and tee time bookings with golf course

Responsibilities and Job Overview:

• The Front Desk Attendant is responsible completing Front Desk procedures and Night Audit in an attentive, friendly, efficient, and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy
• Complete Check-in & Check-out guest registration and inform others at shift change where you at regarding check-in and Check-out procedures
• Comply at all times with our standards and regulations to encourage safe and efficient operations
• Perform any duties as requested by the Management or supervisor
• Reliable, hardworking, embraces a philosophy of lifelong learning, able to work variable shifts, weekends, and holidays throughout our Season which runs tentatively from May to October

Health & Safety Risk Factors:

1. Sprains & Strains: On your feet and/or sitting for long periods of time, using keyboard routine in conjunction with phone headset to receive calls and process bookings/inquiries
2. Slips & Falls: Spilled water, fast-paced environment, uneven surfaces, inappropriate footwear
3. Burns & Scalds: Exposure to varying temperatures from hot to cold can occur when visiting Cottage or assisting guest on outdoor grounds
4. Stress: Fast paced environment
5. Environment:
   1. Extreme Temperatures: Exposure to Hot and Cold between outdoor temps and front door opening and from A?C running continuous to keep Front Desk Reception area a comfortable Temperature
   2. Lighting: Dim lighting in evening and bright lighting during the day
   3. Odours: Cleaning odours from products used to sanitize counter tops, grab and go refrigerator and freezer
   4. Noise: Generated by computers and phone equipment while carrying out day to day duties
   5. Carrying heavy containers and boxes periodically when receiving product being shipped to Front Desk
   6. Moving furniture to accommodate different set up in the PCL Dining Room when asked for assistance

Essential Skills:

• Ability to provide legible communication in a timely manner
• Knowledge of labour and amenity inventory cost controls
• Reliable, hardworking, embraces a philosophy of life long learn, able to work variable shifts, weekends, and holidays throughout our Season.
• Computer proficiency, including but not limited to Word, Excel, PowerPoint and Outlook, and knowledgeable on StaynTouch Booking software and Clover processing e-commerce
• Certification in Cardio Pulmonary Respiration (CPR) and First Aid.

Staff Evaluations

• Staff performance evaluations for all staff will be conducted mid-season and end of season.  Steps include: each staff member will be given the evaluation form to complete a self-evaluation before the stated review period; Lead Supervisor will complete a review for each staff member prior to the review; the staff member and supervisor will then meet to go over the review; both parties will then sign off on the review and copies of all employee reviews will be kept on file in the Administrative Office and a copy submitted to their HR file

• Informal chats / coaching for new and returning employees should be conducted weekly or bi-weekly and/or as a need is identified (very important during the first four weeks of the spring operating season)

Occurrence Reports

If any incident occurs worthy of reporting, an occurrence report must be filled out and submitted immediately to the Supervisor. Further to this report please inform your supervisor if the occurrence requires immediate attention.

Achieving our F & B Team Goals & Objectives

As we continue to increase the staff size and evolve in our newly renovated surroundings at PCL it is imperative that we communicate and work together to provide the best service levels on a consistent basis.  Our common “team goal” is developing customer service environments that routinely meet and exceed our Resort guests and visiting guest expectations.  A well working team makes this part of the workplace culture. As a Front Desk Attendant it is imperative that you familiarize yourself with the PCL Employee Manual and by “setting by example” execute and demonstrate the importance of following company policies and procedures.  As well, embrace the importance of everyone’s role is an integral part of achieving common objectives.

Customer Service in Summary

Customer service is what makes the Port Cunnington Lodge experience such a truly memorable one. In the hospitality industry superb cuisine and customer service is one of the elements that set apart the industry leaders. Port Cunnington Lodge is and will continue to be a service model and an industry leader offering each Resort guests and visiting guest the most enjoyable experience while visiting the Lodge!

Understanding the customer and fulfilling their needs requires extra effort.  Be aware of your surroundings and ensure you follow these tips to enhance the PCL experience:

• Read/understand your Guests; determine how you can exceed their expectations
• Make sure your tools and your working knowledge of the Resort and F & B offerings is up to date
• Smile and be considerate
• Get out of your comfort zone and become a key team member
• Minimize wait and maximize enjoyment; provide fast and efficient service
• Take responsibility and follow through – always find a solution
• Add your own personal touch to everything you do, and don’t forget the WOW factor!
• Stay connected with your Guest at all times

Notes

• A review of this job description may have excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.
• This document does not substitute an employment contract, implied or otherwise, other than an “at will” employment relationship.
• Have a full understanding of our Employee Manual outlining policies and procedures.

I understand and acknowledge my duties and responsibilities as described in the following job description as F & B Manager/Supervisor within Port Cunnington Lodge.  I understand that I am expected to fulfill the duties summarized, and that my job may not be limited to the outlined duties and responsibilities.

For more information or to apply with a resume noting your preferred position and dates of availability: jsiddall@portcunningtonlodge.com