The Front Desk & Guest Relations Agent seeks out opportunities for improving guest-centric experiences across all aspects of the resort and maintains strong communication with team members and management to deliver the most memorable stays for guests.

Schedule availability must include mornings, evenings, weekends, and holidays.

NOTE: This is a SEASONAL POSITION available with a Humareso client. 

WHAT YOU WILL DO...

• Manage daily online, email and phone reservations and general Resort inquiries
• Upon check-in, provide detailed information about Resort facilities, operating hours, services, and perform Resort Tour/Orientation.
• Maintain a Sales and Revenue-driven mindset through the regular upselling of room categories and additional EHP services and offerings including boat charters, tennis lessons, Resort retail shop sales, etc. to further develop relationships with Guests.
• Strive for a stellar Guest Experience by performing a variety of Guest Service activities in a friendly, professional, and timely manner as reflected through positive reviews on various social media and industry sites, such as Google, TripAdvisor, etc.
• Prepare for upcoming arrivals, paying attention to arrival time and special requests, assigning room inventory and communicating with the appropriate Resort team.
• Register Guests, assign rooms, settle Guest accounts, and coordinate / communicate Guest needs with other departments to ensure optimal guest experience.
• Obtain necessary credit and payment information from guests. Ensure customer billing is settled prior to check-out.
• Maintain front desk area, keeping office area tidy and stocked.
• Quote wedding block rates & group queries, build and track confirmed group / wedding block codes.
• Partner with Marketing team to update Guest communication flow
• Process Improvement - Working in partnership with Resort Manager to improve company systems and procedures, including but not limited to: Reservations/Cloud Beds; Daily, Weekly, Monthly reporting of occupancy, rates, sales goals, etc.; Credit Card/PCI Compliance; GDS Management; Luxury Travel Agent Memberships; OTA Optimization; SOP Creation and Improvement; Housekeeping and Guest Experience; Office Mail/Package receiving, organization, and storage.

YOU WILL HAVE...

• High School education required; college coursework or degree in Hospitality-related field preferred.
• Experience in a customer-facing role required.
• Strong multi-tasking skills.
• Creative problem-solving to fully understand and address the Guest’s specific needs or concerns.
• A sense of urgency to deliver a World-Class Guest experience in a friendly, professional, and timely manner. Team-oriented and eager to partner with other EHP employees.
• Additional experience in Hospitality Sales and Reservations, Hospitality Administration, and Front of House highly preferred.
• Working knowledge of Property Management Systems, Booking Engine Systems, and Online Travel Agents preferred (Cloud Beds and Duve highly preferred).
• Ability to meet the physical requirements of the position with or without accommodation, including walking indoors/outdoors and lifting up to 50 lbs.
• Ability to maintain availability to include mornings, evenings, weekends, and holidays.