Guest Services Representative

Job Description

Job Description

JOB : GREENHORN RANCH GUEST EXPEREINCE REPRESENTATIVE

STATUS : NON EXEMPT - SEASONAL / AT WILL

REPORTS TO : Operations Manager

SUMMARY : Supports all aspects of guest service in accordance with company standards including maximization of guest satisfaction and facility upkeep. Works with team members, guests and vendors to achieve superior guest satisfaction. 

JOB DESCRIPTION:   This position is a concierge position with guest interaction dedicated to guest satisfaction in all areas of a guests stay. 

QUALIFICATIONS : To perform this job successfully, the individual must be able to perform each essential duty and responsibility in a safe and satisfactory manner, and the individual must be punctual and have a good attendance record, and have reliable means of transportation to work. The requirements listed below are representative of the knowledge, skill, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

ESSENTIAL DUTIES AND RESPONSIBILITIES :

1.     Provide exceptional customer service

1. Must be a role model for attitude, appearance and customer service for all guest related dining activities 
2. Schedule guest activities and locate alternatives when first choice activities are full 
3. Cover front desk at times
4. Assist with group activities. This can include but is not limited to setting up activities, scheduling activity with Activity Lead, ensure guests understand location and accompany guest to activity
5. Prepare and restock water stations and all guest stations 
6. Follow instructions
7. Clean and tidy areas when needed
8. Interact and mingle with guests
9. Solve guest issues
10. Perform all duties in cooperation with entire ranch staff
11. Must have the desire, professional appearance and ability to interact with guests
12. Follow all Health and safety guidelines
13. Assist Operations with requests
14. Team Player

EDUCATION, SKILLS KNOWLEDGE AND EXPERIENCE :

1. Minimum of 2 years experience in a customer service related environment
2. Excellent Customer Service
3. Experience working in teams
4. Familiarity with hospitality operations is a plus
5. Strong attention to detail
6. Ability to listen and communicate effectively

LANGUAGE SKILLS : Must have developed language skills to the point to be able to: 

·       Read and interpret documents in English such as safety rules, operating and maintenance instructions, government policies and procedure manuals, newspapers, periodicals, journals, and manuals. 

·       Write routine reports, complete forms, summaries, and reports in English. 

·       Ability to speak effectively in English before guests

·       Ability to professionally socialize with guests and potential guests. 

COMPUTER SKILLS : 

·       Ability to use time keeping systems

REASONING ABILITY : Must have developed reasoning abilities to the point to be able to: 

·       Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form

·       Read and interpret policy and procedures

·       Accommodate guest frustrations

PHYSICAL DEMANDS : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand, walk, use hands to finger, hand, feel and reach with hands and arms and talk or hear. The employee must regularly lift and/or move up to 40 pounds. The employee must be able to see differences in widths and lengths of lines such as those on graphs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

ENVIRONMENTAL CONDITIONS : Inside and outside: Protection from most weather conditions but not necessarily from temperature changes. Must have the ability on occasion to be in the sun, wind and dust for reasonable amounts of time.

WORK ENVIRONMENT : The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

·       Must be able to work effectively in a stressful environment, communicate well with others, effectively deal with guests, and accept constructive criticism.

·       Must be able to change activity frequently and calmly adjust to interruptions. 

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