Guest Service Agent

Summary of Position:

The Guest Service Agent is responsible for being an ambassador of the resort by providing friendly, efficient, and hospitable guest check-in and check-out service at the front desk.  The Guest Service Agent also provides guests with information about resort, local, and statewide activities and attractions and seeks opportunities to create a memorable and quality experience for both guests and patrons alike.  

Essential Functions:

• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listening attentively to understand requests.
• Duties as assigned by Front Office Management such as Guest Service Agent responsibilities as needed such as:
• Check guests in/out through Springer Miller.
• Assist Guests in all inquiries related to check in/out.
• Other tasks as assigned including, but not limited to the business center functions, front or bell desk assistance and gift cards.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information to a guest’s reservation and making changes as necessary.
•  Verify and swipe credit cards for authorization using electronic acceptance methods and verifying a photo ID at check-in.
• Handle cash, make change and balance an assigned house bank.  
• Accept and record vouchers, traveler checks, and other forms of payment.  
• Post charges to guest suites and house accounts using the computer.
• Promptly answer the telephone using positive and clear English communication.  Input messages into the computer.  Retrieve messages, mail and facsimiles for guests as requested.
• Close guest accounts at the time of check out ensuring the guest’s stay was enjoyable, resolving issues as necessary.
• Arrange registration cards and complete bucket check.
• Incorporate the Mystery Shopper Standards into every interaction.
• Assist with both concierge desk and front office functions as requested.
• Answer guest inquiries politely using a clear speaking voice, providing thorough and complete information in response to guest inquiries and the individual needs of the guests. Resolve challenges quickly and efficiently.
• Arrange and confirm recreational, dining, and/or business activities inside and outside the resort.
• Promptly answer phones using a positive and articulate speaking voice with proper verbiage.
• Keep detailed and accurate records of all guest interactions and requests through daily paperwork and log sheets.
• Delivery of guest mail and packages as necessary.
• Maintain desk resources including refilling brochure rack, making copies of fliers, and keeping desk generally neat and organized.
• Assist business center after hours by sending and receiving facsimiles, making photocopies, and performing basic computer functions.
• Continuously stay updated in the trends and activities of the tourism industry.
• Any other tasks, projects and/or duties assigned by the Front Office Management Team and/or the General Manager.

Qualifications:

Education: High school diploma or equivalent preferred.

Experience: Customer service experience required, preferably hospitality industry front desk or concierge. 

Certificates or Licenses: N/A

Knowledge, Skills, and Abilities:

• Ability to effectively deal with challenging guests, some of whom may require considerable levels of tact and diplomacy to diffuse anger and resolve issues.
• Considerable knowledge of the city and surrounding areas, including ability to provide clear, accurate directions.
• Basic mathematical skills, ability to use a computer and calculator.
• Ability to memorize and perform AAA four diamond standards.

Personal Characteristics:

• Positive Attitude.
• Behaves ethically.
• Communicates effectively: Speaks and listens in a clear, thorough, and timely manner, effectively reading and writing, using the English language.
• Professional Appearance: Exhibits an appearance appropriate for a four diamond resort (Specific grooming standards are available for review).