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Front Desk Security Agent

Company: Diamond Resorts
Location: Brian Head
Posted on: April 9, 2021

Job Description:

JOB SUMMARY Under general supervision, the Front Desk Security Agent is responsible for providing the highest level of guest satisfaction to members, owners, and guests, to ensure the continuous delivery of hospitality, professionalism and consistency while also maintaining a safe and secure environment for all team members, members, owners, and guests.

  • Performs Front Desk and Security related functions while following and enforcing established policies and procedures.
  • Ensures proper standards of hospitality are provided to all members, owners, and guests on property and/or telephone.
  • Makes room reservations.
  • Ensures all pending arrival information is accurate (e.g., checks rates and prepares upcoming arrival packets with necessary materials and information).
  • Checks in and checks out arriving/departing owners and guests.
  • Follows through on member, owner, and guest requests and/or concerns in a timely manner.
  • Verifies member, owner, and guest information (for additional keys requests, telephone calls, packages, etc.).
  • Computes billing charges, collects payments, and provides change.
  • Posts charges as received through other departments (e.g., Fitness Center, Gift Shop/Activities Center, Housekeeping, and Laundry).
  • Answers telephone with proper etiquette and transfer calls accordingly.
  • Communicates with all internal departments including but not limited to PBX, Housekeeping, Facilities, and Administration.
  • Completes Front Desk Agent checklist daily.
  • Reconciles end-of-the-day reports.
  • Maintains necessary hard copies of paperwork of all daily operations.
  • Completes special projects, as assigned (e.g., stocking, listing items to be ordered, and completing daily bucket checks).
  • Conducts hourly patrols of the common areas, offices, work and storage areas, as well as being observant and reporting any safety or security deficiencies.
  • Conducts preliminary investigations and obtains all information, photographs, statements, and evidence for incident reports.
  • Responsible for completing all incident and/or injury reports for submission to Risk Management, Human Resources and resort management in a timely fashion.
  • Conducts key and safe assists as assigned.
  • Performs snow removal, as needed.
  • Participates and assists management, as well as first responder in emergency situations.
  • Maintains confidentiality of all Security related matters.
  • Provides continuous professionalism and courtesy with every member, owner, guest, and team member interaction.
  • Completes all required Company trainings and compliance courses as assigned.
  • Adheres to Company standards and maintains compliance with all policies and procedures.
  • Performs other related duties as assigned. EDUCATION
    • High School Diploma or equivalent. EXPERIENCE
      • A minimum of six (6) months of experience in the customer service field required.
      • No supervisory experience required. SUPERVISORY RESPONSIBILITIES
        • This position does not include any supervisory responsibilities. LICENSE & CERTIFICATIONS
          • CPR/AED Certification (Adult, Infant, and Child Rescue).
          • First Aid Certification.
          • Driver's Licenses (non-commercial) - must be state-specific. SKILLS & ABILITIES This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers. Specific skills and abilities include, but are not limited to the following:
            • Ability to prepare reports and written correspondence.
            • Computer proficiency in Microsoft Word, Excel, and Outlook.
            • Excellent customer service skills.
            • Proficient in time management; the ability to organize and manage multiple priorities.
            • Ability to take initiative and effectively adapt to changes.
            • Recognizes an emergency situation and takes appropriate action.
            • Able to establish and maintain a cooperative working relation.
            • Ability to interpret and create spreadsheets.
            • Able to use sound judgment; work independently, with minimal supervision.
            • Strong analytical and problem solving skills.
            • Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes.
            • Competent in public speaking.
            • Performs well with frequent interruptions and/or distractions.

Keywords: Diamond Resorts, Saint George , Front Desk Security Agent, Sales , Brian Head, Utah

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