ROLE OF AN FRONT DESK PERSON
Front Desk Person Role Overview
The Front Desk role is designed to ensure the Corporate Objectives of maximizing profitability and Owner, Guest & Staff happiness for their resort by following the 3V Philosophy of Visibility, Velocity and Value. The Front Desk person is a strong sales driver, profit focused and people oriented.
This Position is key to managing administrative activities in the Welcome Centre building and sustaining positive relationships, ensuring customer satisfaction and strong financial returns for investors while generating revenue through chargeable owner maintenance jobs plus through concession and add-on sales.
We are looking for the right person that can work through to the fall.
Skills
A Front Desk Person should possess strong time management skills with the ability to perform multiple revenue generating opportunities and providing resort support with potential owners, existing owners and rental guests.
Responsibilities/Accountabilities
The Front Desk Person role is to ensure the maximum profitability of all incremental business activities, while providing customer satisfaction through high standards of service and positively impacting the overall customer experience.
Financial management
The Front Desk Person’s responsibility will include but not limited to the following:
Revenue
1. Owner Management
a. Outstanding Balances – Performs and records Fee collection calls and emails and provides update notes in system.
b. Fee processing – Processing fee payments for owners
c. Owner Maintenance Jobs Add work orders for owners and rentals and resort owned property
d. Slip fees – collection of monies due
e. Occupancy Agreements - collects Occupancy Agreements to ensure all current owners have current years’ Occupancy Agreement in their Owner’s file
f. Insurance - collection of Insurance proof for current year in their Owner’s file
g. Hydro Billing – track hydro deposits and bill out hydro every September. Complete final reads and collection when trailers are removed from park.
1. Rental management
a. Full payment –Collection of full payment taken upon arrival
b. Check In –
i. Pre-arrival activities
ii. Housekeeping management – pre-arrival cottage check by Front Desk Person, assigning housekeeping team to clean upon check out
c. Add on services
i. Ensure all vacation guests are offered pontoon boat cruises, fishing boats and other chargeable services.
ii. Services are booked as Maintenance Job
iii. Payment is taken at the time of booking
iv. Maintenance job is printed as receipt
v. Arrange winterization with outside contractor and ensure contract is signed. Mark all units on a map for contractor. Make sure keys are given and returned. Email all customers to inform then when winterization is completed and if any issues arose.
d. Extended Stay promotion – Advise Rental guest day before checking out they have opportunity to stay an additional day or more at a discounted rate
e. Book now for next year promotion at discounted rate
f. Check Out
i. Outstanding Balances ––Ensure no outstanding balance on file
g. Post Check out
i. Ensure cleaning assignment made for the vacant unit
2. Concessions
a. Suggestive sell pontoon boat cruises, fishing boats, bike rental, pay for services, food/drink items or merchandise to owners, contractors and vacation guests,
b. Process fishing and hunting license if applicable
PROPERTY
The Front Desk Person must strive to support a safe, clean and well-maintained resort to our daily, weekly and annual guests by supporting the resort team as required below.
1. Welcome Centre Cleaning – Entrance, interior, washrooms, signage
2. Signage updated to promote add on services
3. Incident Report management
a. Complete Incident Report for any safety related occurrence or safety hazard or potential safety concern
b. Keep copy in Incident Report file and ensure a copy to Health & Safety Compliance Manager
ADMINISTRATION
The Front Desk Person is responsible for the accuracy and completion of all resort related administration, paperwork and document requirements including:
1. Front desk management
a. Daily log book - for things to be done from previous day
b. Phones – answer calls, answer requests, record messages for other employees
c. Answering Machine - Play answering machine for messages from hours Resort closed. Record messages in daily log book for action and assign delegate employee.
d. Cash Register Balance
e. Training of new staff
2. Visitor Sign In
a. Ensure all visitors report to Welcome Centre
b. Visitors to Sign in and Sign out upon leaving resort
3. Deliveries
a. Check delivery for accuracy
b. Notify department where delivery is to go via radio to team
4. Reports - provide daily, weekly, monthly activity reports to Operations Manager which reports, how
5. Other duties
a. Assist Operations Manager when requested
PEOPLE
1. Front Desk Person possesses propriety, looks, acts and sounds like
the expectation of a Great Blue Resorts Employee
2. Front Desk Person wears GBR name tag at all times while on duty
What's in it for You!
Fun place to work
Wage $18-19 depending on experience
EAP
Uniform Supplied
Parking Supplied
