TOURISTS

JOB TITLE Front Desk Agent

EMPLOYMENT CLASSIFICATION Non-Exempt/Hourly - Seasonal Part-time

LOCATION: 915 STATE ROAD, NORTH ADAMS, MA 01247

Reporting Relationship

Reports Directly to: Guest Experience Manager

Collaborates with: Housekeeping attendants, Maintenance Technicians, F&B staff

Indirectly Reports to: Hotel Manager/AGM & General Manager

Job Description Summary

TOURISTS’ goal in all positions is to exceed the expectations of our guests. The Front Desk Agent oversees all front desk activity. This includes checking guests in and out, ensuring all reservations are handled efficiently and accurately, answering calls, exceeding guests’ expectations by anticipating their needs, and having a confident, pleasant and professional demeanor.

This is a very visible position. All TOURISTS staff, even those that are not exposed to guests on a day-to-day basis, are expected to greet all guests in close proximity and make each feel important by providing a genuine welcome. Furthermore, the Front Desk Agent must develop and maintain the company’s culture, values and reputation in the public eye, and with all staff, guests, vendors and partners.

Based upon fluctuating demands of the operation, it may be necessary to perform a multitude of different functions not specifically related to this position. The Front desk Agent may be expected to perform other tasks and duties as needed or as directed. Furthermore, employee responsibilities and job descriptions are subject to review and revision.

Essential Functions and Accountabilities

Front Desk Operations

Comply to shift checklists and Standard Operating Procedures (SOPs)

Oversee all Front Desk Activity

Check guests in and out in a confident, professional and personalized manner

Ensure all Individual and Group/Block reservations are handled efficiently and accurately

Ensure all calls are answered in a courteous, professional and efficient manner

Issue guest safety deposit boxes as requested

Meet and exceed guests’ expectation by anticipating the services they might require

Make reservations for guests who call or walk-in

Ensure immediate response is given to any and all guest comments and concerns

Maintain accurate log of concerns and resolution

Inform immediate supervisor of concerns

Assist in implementing corrective measure when necessary

Maintain a high level of cleanliness and safety in the work area

Practice safety with all equipment to ensure safe working conditions

Act as the person of contact for all guest complaints and concerns in the absence of Guest Experience Manager and Hotel Manager

Personal Performance Standards

Ensure open lines of communication with staff, all departments and upper management at all times via radio, email, log books, meetings, etc., to ensure all needs of the hotel are met

Attend all relevant meetings and maintain meeting notes

Adhere to all standards of operations, policies and procedures, manuals, training material, memos and verbal instruction

Create a respectful and safe work environment

Maintain on-going professional development

Maintain an increased awareness of safety issues throughout the property

Keep abreast of safety and emergency procedures and OSHA requirements

Education & Experience

Two (2) years related experience in hospitality or service industry

High School diploma or General Education Degree (GED)

Competencies

Must be able to speak, read, write and understand the primary language(s) of the workplace (English)

Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals

Ability to communicate in writing or verbally

Proficiency in Microsoft Excel and Word

Guest service

Attention to detail

Ability to understand computer programs (i.e. Property Management System)

Ability to apply concepts of math including: addition, subtraction, multiplication, division, algebra and geometry, using whole numbers, common fractions, and decimals.

Certificates, licenses, and/or identification cards as required by the U.S. Department of Justice to verify employment eligibility.

Security/Confidentiality

Maintain an increased awareness of safety issues. Ensure all security policies and procedures are observed in areas such as computer security, keys, locks, inventory, property and employee information. Ensure all financial and employee data is secure and confidentiality of data and related information is maintained.

Working Conditions/Environment

The noise level in the work environment is usually moderate

The person in this position may have to lift up to fifty (50) pounds on a daily basis; anything over fifty (50) pounds is considered a minimum two (2) person lift

The person having this position may have to sit for one (1) hour, stand and/or walk, push, kneel, bend, balance, squat, reach and stretch for eight (8) hours per day

Extended time utilizing computer systems and screen time are expected in this position.

The work environment characteristics described herein are representative of those an employee typically encounters while performing the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Available shifts and compensation: We have available shifts all days of the week. Compensation depends on your experience.

About TOURISTS: TOURISTS is a resort inspired by the classic American roadside motor lodge, set on the banks of the Hoosic River in the Berkshires city of North Adams. Designed for the 21st century traveler, the 48-room property is a union of design and nature, home to woodland trails, riverbank vistas, sculptural installations and more. Using common, organic materials, your room is both haven and trailhead, connecting you with your vacation self and serving as a basecamp for exploration and adventure.

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