Front Desk Agent

Muskoka Bay Resort - located in Gravenhurst, Ontario

Muskoka Bay Resort redefines what it means to play and stay; to relax and live. Our resorts feature spectacular views year-round through every season. This magnificent, immersive experience is rooted in preservation and care. The pillar behind the country’s most picturesque area is our passion — Our Team.

POSITION: Front Desk Agent

DEPARTMENT: Rooms Division Manager

STATUS OF POSITION: Full-Time

Position Summary

The Front Desk Agent will be responsible for servicing guests as they arrive at the hotel, including welcoming them to the resort and checking them in while ensuring the highest level of guest satisfaction. This person will be responsible for becoming familiar with packages, group rates and on-site and local amenities offered by the resort. The Front Desk Agent serves as the face of the organization, managing various tasks to enhance the overall customer experience.

The shift for this position will fluctuate between daytime and afternoon shifts as needed. The successful candidate must be able to work the afternoon shift from 3pm - 11pm.

Duties & Responsibilities

• Be knowledgeable about the Resort, all its amenities, its policies as well as the surrounding area.
• Be familiarized with the general rates, packages, group/special event rates.
• Become well familiarized with general and special rates, plans, and packages.
• Ensure that all special requests or problems are routed to the appropriate areas and follow up with outcome.
• Balance inventory of rooms and take appropriate action to rectify.
• Assign rooms for groups that require special attention (i.e. Hockey team, school trip) to better accommodate all parties involved.
• Welcome and register guests arriving, follow policy and procedures regarding billing and standards.
• Inform the housekeeping team of any changes in room status, room moves, requests or concerns and maintain positive communication and a strong sense of teamwork between departments.
• Log any in-house guest issue in logbook to record for next shifts and for better follow up and communication.
• Check out guests in a timely manner and be empowered to rectify any issue upon their departure to achieve our goal of guest loyalty and satisfaction.
• Emergency Calls: monitor and respond to the emergency phone lines and follow Health and Safety procedures to act. (i.e. calling 911 and filling out supporting documentation)
• Answer individual work email accounts as well as shared account and direct information to appropriate departments.

Skills, Abilities & Attributes

• Positive and passionate, conveying to our guests and callers’ enthusiasm in every interaction.
• Must be creative, self-starter, able to meet deadlines, work independently/part of a team and possess excellent interpersonal skills.
• Highly organized, detail oriented, individual with the ability to multitask.
• Excellent verbal and written communication skills.
• Reliability and punctuality are imperative.
• The ability to work independently and as part of a team.
• The role requires working weekends, holidays and shifts vary from days, mid-shift, and evenings. Hours of department from 7am-11pm daily.
• Able to stand on your feet for extended periods of time.

Visa Requirements: Must be eligible to work in Canada.

The above job description is not intended to be an exhaustive list of all responsibilities, skills or efforts associated with or expected of the role but are intended to accurately reflect principal job elements.