Welcome to a day in the life of a Front Desk Agent. I (Hyrax) recently started this job back in September of this year, just before the rush of the holidays. My main job is to check in guests at the lodge, cabins and our campground every day. My work shift is from 3 pm to 11 pm, which overlaps sometimes with Reservations and Managers shifts. I am going to explain how things work from day to day without giving out too much information. So, let my day begin!
The 3 P.M. Grind
I start by arriving at work and parking on our 2nd level of covered parking at the front. I must walk to the 2nd floor of our lodge where our punch clock is located. There, I scan my temperature and my thumbprint to clock in. Once I am clocked in, I walk back down to the Front Desk Reception on the 1st floor. The first major task is to count my drawer, including the number of Park Passes and Annual Park Passes. The next task is to check on our Red Book to make sure there is nothing major to note from previous shifts. I also must check our Whiteboard, which stores our Occupancy numbers as well as our Groups in House and Major notes to know. The last thing I must check is what we call our BEO book, which is a black binder full of the group information and things that will happen at the lodge.
Checking In?
Checking in process starts officially at 4 pm, but guests are told that they always come in early to check. Please understand that we can’t promise early check-ins, keep in mind how hard the Housekeeping staff are at the moment. Even our Tavern and Restaurant is dealing with a major staff shortage due to COVID pandemic right now. I ask all guests to be patient and kind to the front desk workers. We are only able to do so much within our powers to make your stay enjoyable. In order for a guest to check in, I ask for a form of ID and a form of payment to be provided. We must match the information provided to us in the system with the information on the ID. As I check the guest in, I make the keys for their room or cabin using our Key Card system. I also ask the guests to sign three main papers: the sign-in sheet, a bear warning sheet, and the authorization or charge for remaining (if any) balance.
Wait… Did You Just Say Bears? Like The Animal?
Yes… I said bears. The lodge is part of a state park located in the mountains, so bears are active. We warn the guests that the bears are actually quite timid creatures and scare easily with any noise. The bear sheet states the rules for campfires and warns of not leaving food or trash out for the bears. After they sign all papers, we present the guests with a Thank You letter, their keys to the room or cabin, and a Park Pass. It is required that all vehicles must have an official State Park Pass located in their rearview mirror with date facing towards the windshield. If a guest is part of the Annual Park Pass, we do refund the guest part of the lodging fees collected upon check in.
The Lodge vs Campground
The main difference between our Lodge and Campground area is the lodging fee that is included. Campgrounds are not charged a lodging fee and have to pay extra for Park Passes if necessary. Campground must also pay the full remaining balance upon check in compared to the Lodge and Cabins which don’t get officially charged until the day of departure. Check In time for the campground is at 1 pm instead of the 4 pm for the lodge and cabins. Guests that are camping can check in either at the Visitor Center at the Campground or at the Lodge (especially if after hours).
My Typical Shift
During my shift, I usually answer the phones if I am not busy. My tasks can range from checking on reservations to making a reservation. If I am busy and alone, I usually try to answer the phone as quickly as I can. As the shift continues, I also must keep track of supplies at the front desk market. I can sell any snacks, forgotten items, and drinks at the front desk. We also sell firewood at the front for anyone to use at the firepits. Yes, we have fire pits around the state park that guests are allowed to use. However, fires are allowed only till 9 pm as quiet hours start at 10 pm.
Sometimes I am able to get a 30 minute break to eat my dinner, but at times I may have to eat at the front desk. When I am alone, it is a rule that states I can not leave the front desk unmanned. Even if I have to go to the restroom quickly, I must put a sign out and lock the doors. Finally, after a long day of working, I must start getting ready to leave for home. During my closing chores, I must print out paperwork necessary for my night audit person. I also must again count my drawer and drop any money over. Once my night auditor comes in and signs off for my paperwork, I am able to head back up to clock out and head home for the night.
And that is a day in my life! It is chaotic but very much enjoyable and relaxing. I put my trust in my fellow staff members to keep all the guests happy and enjoy their stays. Our staff at the front are all laid back and enjoy their job. Thank you all for enjoying this blog!
Touristician 