Job Description The Front of House team at The Gilpin Hotel & Lake House play an integral part of the Guest Experience, from greeting all guests as they step from their vehicles, to waving them off at the end of their stay - and everything in between to ensure their stay is the most enjoyable and wonderful experience they have ever had in a 5 hotel. No job or request is too small for this team and for this busy group, the teamwork required is undeniable and unique. A Front Office Agent Welcomes guests with a smile and is generally the first point of contact. Responsible for keeping the main reception area and the cabin clean and tidy. Ensures that the Gilpin buggies are kept looking presentable and clean as they carry guests around the site. Reads and acknowledges all handovers and guest issues in order to be aware of any issues. Carries a radio at all times to be able to communicate with other teams efficiently. Follows expected radio procedure and is mindful of what is communicated and how. Monitors the reception inbox, replying to all emails with an acknowledgment for arrivals and answering all enquiries in a timely manner, ensuring that the inbox is cleared daily. Answers the main phone politely, with a smile and responds to requests accordingly and in a friendly manner. Communicates with other teams to enquire information is shared quickly and efficiently regarding guests requirements using email, phone or radio. Reports any maintenance issues using the correct procedure and in a timely manner. Monitors check in sheets and contact guests ahead of arrival to answer queries and prepare for arrival. Checks the evening handover sheet to ensure any relevant issues are brought to the team’s attention. Has pride in their appearance, and is dressed in a smartly presented uniform, with long hair tied back or up. Staffs the reception welcome cabin to ensure a warm welcome is extended to all arrivals.