Duties and Responsibilities include the following. Other duties may be assigned.
Front Desk:
Own Guest concerns and complaints and ensure that they are recorded, resolved, and followed up on.
Check guest into the resort, confirming reservation data, communicating information to guests, with the overall goal of making the guests feel welcome and appreciated.
Check guests out of the resort presenting guest folios and answering guest questions, with the overall goal of making the guest feel appreciated and encouraged to return to Basin Harbor
Perform duties in conformance to policies, procedures, and the Basin Harbor Mission and Vision Statement
Answer inquiries pertaining to resort services, reservations, amenities, dining, activities, and travel directions
Cross train to learn duties of the Switchboard Staff, and Night Audit
Take telephone and online reservations and operate computer terminals and printers to store and receive reservation data
Keep MOD promptly and fully informed of all problems or unusual matters of significance
Use software programs (Be open to learning the programs) to answer and resolve guest questions and requests including; Microsoft Outlook, Teams, Open Table, Host, Mind Body, HotSOS, Zingle and Sales Force
Review daily activities (BEOs) and communicate which outlets and activities are open with respective start and end times
Communicate all updates to the next shift
Switchboard:
Answer all incoming calls on both switchboard telephones, handling each call according to Basin Harbor standards of efficiency and etiquette
Communicate information to team members including MOD, Front Desk Agents, Concierge, Bell and other team members directly via conversation or radio, forwarding calls and/or sending Teams messages
Oversee package shipment and distribution including the logging of packages for employees, residents and guests
Oversee the key lock box including the sign-out of keys to team members across Basin Harbor
Log guest requests using HotSOS software and respond to guests using zingle software
Concierge
Assist guest with dining, transportation, and activity needs and reservations
Assist guests in acquiring childcare or pet care needs
Provide guests with information about the local area and the resort including resort amenities
Arrange transportation for guests as requested
Order all amenity packages for guests and post all corresponding billing charges
Cross train with Front Desk and Switchboard
Overnight Front Desk – Night Audit
Log into software programs to monitor guest requests and Basin Harbor team follow up including: Microsoft Outlook, Teams, HotSOS, Zingle
Complete any late check ins, early check outs, next day arrival packets
Complete automated night audit procedure and print and distribute reports
Coordinate with overnight security on any guest complaints
Help keep office clean and tidy
Bell
Greet all guests as they arrive or leave the front door of the lodge.
Open doors for all who enter or exit.
Answer guests questions, particularly with regard to resort locations and services.
Escort guests to their room/cottage; orient them to its features.
Assists guests with their luggage.
Store, deliver, & retrieve guests’ luggage.
Transport guests around the resort.
Transport guests to town or run errands for guests (per manager approval).
Ensure the entrance (inside & out) is always clean, neat & tidy; assist with general pick-up & clean up around the Lodge, Lodge Lawn, deck, and pool area
Perform routine guest service requests as requested by the guests themselves, the concierge, or the front desk (verbally or via radio)- such as delivering ice, amenities, flowers, TV’s, etc.
Deliver food and/or beverages as requested to guests or guest rooms.
Assist banquet set up staff, as time allows, particularly in the Main Lodge area, with preparations for or clean up after special events.
Assist with coning off the parking lot as requested on the BEOs for bus, bicycle or wedding events
Assist with any requests on the BEOs including; lighting any bonfires, bringing bride and groom to first look, replenishing wedding gift bags, etc.
Turn on lights in accommodations for guests arriving after dark
Perform all tasks associated with the rental cart fleet and vans including; cleaning, charging, fueling and performing cart audits
Essential Qualifications and Competencies
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience
Ability to use or learn to use, the following equipment: computer, printer, telephone switchboard, copy machine, postage meter, radio, golf cart, etc.
Ability to use MS Office applications including Word and Excel
Strong verbal and written communication
Critical evaluation skills
Strong EI/ soft skills
A commitment to ethical practice and legal compliance
Have the stamina to work up to 8+ hours: sitting, standing and walking
Ability to bend, stoop, lift up to 25lbs, reach overhead and perform repetitive motion
May involve walking between venues and climbing stairs between floors
Wear the guest services uniform and maintain a neat and professional attire and appearance
Maintain a safe working environment for all
Must be willing and able to pass a background check
