POSITION SUMMARY: Silver Bay’s Front Desk and Concierge Associates welcomes all members and guests in a friendly and professional manner. To provide excellent customer service, the associate must be able to provide accurate information regarding campus activities and have a general knowledge of the community. 

ESSENTIAL FUNCTIONS:

1. Provides accurate information to members and guests, including rates, accommodations, and activities. 

2. Effectively utilizes hospitality software to check guests in and out; inputs transactions into the system; ensures daily activities are accurately completed; uses the procedure checklist as a guide for ensuring tasks are accomplished.  

3. Maintains and balances the cash drawer at the end of each shift.

4. Resolve guest issues, complaints, and problems quickly and efficiently to maintain a high level of customer satisfaction and quality of service.

5. Perform duties per daily shift checklists and shut-down procedure list.

6. Responsible for maintaining knowledge of the property's current Property Management System, which serves as the main database for membership and guest reservation transactions.

7. Receive, record, and input all membership and program fees into the current Property Management System consistently to guarantee the ability to pull necessary reports and information.

8. Maintain knowledge of Silver Bay's brochures, website, daily activities, campus maps, and dining options throughout all seasons.

9. Maintaining knowledge of the local area's attractions and restaurants while being able to make reservations for guests as needed.

10. Provides support to the Reservations Department, as needed, to include making reservations, taking reservation payments, calling/e-mailing guests, processing forms, etc.

11. All other duties as assigned by the Guest Services Manager and the Guest Services Director.

12. Follow all policies and procedures as noted in the employee handbook.

13. As a 24-hour operation, staff may be asked to work weekends, evenings, or night shifts and/or holidays in order to serve our members, guests, and program participants.

QUALIFICATIONS:

· High school diploma or equivalent is preferred.

· Experience as Front Desk staff is considered a plus. 

· Basic accounting knowledge and proficiency in handling money and keeping records is preferred; organizational and multi-tasking skills are essential.

· Strong verbal, written, and customer service skills are required.

· The equivalent combination of education, training and related customer service experience may be considered.

· Must be able to establish and maintain effective working relationships with staff, co-workers, guests, members and others on campus; must be able to courteously and efficiently answer questions.

· Knowledge of Silver Bay and the surrounding area is preferred.

PHYSICAL REQUIREMENTS: 

This position requires the ability to stand, walk or sit for prolonged periods at a desk or at a computer. Other physical requirements include kneeling, reaching, or lifting up to 15 pounds.