Front Desk Agent

Core Responsibilities

Please note that this is not an exhaustive list of everything that needs to be done! Within the Auberge family, our people always find new ways to look after the business, their guests, and their team-mates. Within this, the key responsibilities for this position are:

• Create a genuine, informative, and personalized guest experience.

• Use the resident’s/guest’s name whenever possible and appropriate.

• In cooperation with concierge and other employees, help coordinate and execute all guest and resident requests.

• Work closely with Concierges, other Guest Service employees and Housekeeping to ensure the unit is ready for arrival.

• Prepare arrival packet, including a registration card, and printed itinerary.

• Graciously receive guests to reception upon arrival ensuring an exceptional first impression. Process check-in, review registration card, billing details, and property information and preferences to ensure all needs are met. Arrange for bell and valet service if requested or provide direction to their unit. Inquire if the resident/guest has any questions or needs and arrange for assistance as appropriate.

• Coordinate with multiple departments to ensure guest expectations, preferences, amenities and stay itineraries are seamlessly executed to achieve a memorable experience for each and every guest.

• Ensure a lasting great impression upon the guest’s departure. When possible and appropriate, inquire and acquire feedback on guests’ stay; convey information to appropriate parties for necessary follow up.

• Maintain complete knowledge of property and other information including the following:

• All club facilities/services offered and hours of operation

• All unit types, layout, décor, attributes and locations

• Daily stats, including availability, arrivals, and departures

• Entertainment/special events scheduled on the property and in the area

• Directions to the property from airports and other major landmarks

• General info, descriptions, and directions for local services, restaurants, skiing, hiking and other points of interests.

• Assist in guest reception as needed to ensure a smooth and seamless operation.

• Ensure all resident/guest needs are met throughout their stay. Engage guests in a gracious and professional manner as they come in contact with the guest reception area.

• Assist and ensure effective resident/guest challenge resolution. Work closely with fellow guest service associates and other departments to resolve any challenges; ensure follow-through and exceed guest whenever possible.