Guest Service Agent

Summary of Position:

The Guest Service Agent, GSA, 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.

•    Check guests in/out through the Property Management System (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, guest escorts, on property transportation, luggage storage and gift cards.

•    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.

•    Close guest accounts at the time of check out ensuring the guest’s stay was enjoyable, resolving issues as necessary. 

•    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.

•    Answer telephone calls in a positive and clear voice within a timely manner. Agent is expected to listen carefully to callers to ensure calls are directed to the correct department or extension, and that all questions are answered. 

•    Act as a dispatcher for security, property operations, housekeeping and guest services teams. Provide information by two-way radio base stations and Microsoft Teams in response to guest requests and emergency challenges.

•    Daily use of our guest facing text message tool (Zingle) to enhance the guest experience. 

•    Assist the Business center with package tracking and acceptance through the use of Track It Software. 

•    Answer the emergency line and listening to the challenge in detail. Responding to the challenge using appropriate procedures.

•    Input and retrieve messages from the property computer system. Receive wake up calls and input into the wake-up system, verbally confirming with the guest the time of wake up. Answering basic inquiries. Input of do not disturb blocks on phone lines.

•    Assist with basic guest billing inquiries to create a seamless experience for our guests. 

•    Create room availability reports for the property operations staff throughout the day. 

•    Keep detailed and accurate records of all guest interactions and requests through daily paperwork, log sheets and reservation notes. 

•    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)