Guest Service Agent

Guest Service Agent

The Lodge at Ventana Canyon - Tucson, AZ 85750

Overview

Position Type Full Time Job Shift Any Travel Percentage None Category Customer Service

Description

The Guest Services Agent will be responsible for providing excellent customer service to guests, including check-in and check-out procedures, answering questions about resort amenities and services, and handling guest complaints or concerns.

Duties/Responsibilities:

• Acts as greeter for guests entering and exiting the front entrance, is always aware of the bell desk and parking lot area to ensure all guests that are in the vicinity are greeted and assistance is provided as needed.
• Acts as a valet by opening car doors as they pull up, parking and retrieving customer cars as needed.
• Assists guests with loading and unloading their luggage/golf clubs from their vehicles and transports luggage to and from their room.
• Checks all guests in to the resort based on established procedures.
• Authorizes guest credit cards at check in for the appropriate charge amount.
• Provides a brief tour of our property to incoming guests not familiar with our property.
• Promptly answers the front desk phone and directs calls to the appropriate location.
• Provides accurate and complete information about the resort and the surrounding area.
• Answers guest questions and provides directions.
• Provides shuttle services for guests and associates.
• Assists with faxing, copying and message taking duties.
• Delivers items to guests such as messages, faxes, packages, and amenities.
• Creates keys for guests as needed and checks their ID.
• Activates the appropriate emergency procedures in the event of a fire, accident, weather, or medical emergency.
• Ensures cleanliness of the Lodge shuttle and reports vehicle issues promptly.
• Keeps lobby area tidy, prepares maps, polishes bell carts and other activities as assigned.
• Incorporates safe work practices in job performance.
• Helps guests with restaurant suggestions and reservations, transportation, and other misc. concierge questions when concierge is not available.
• Goes over guest folios with guests when cashier is not available.
• Performs check out based on established procedures when cashier is not available.
• Assists with reservations (existing and new) when reservations are not available.
• Assists with Spa reservations and maintains basic knowledge of current offerings and specials.
• Maintains flexibility to take on new and different tasks as directed by the Department Leader.
• Attends staff meetings.

Qualifications

Skills/Abilities:

• Excellent communication and interpersonal skills
• Must possess excellent verbal, written and electronic communication and listening skills.
• Proven ability to adapt to varying situations and lead/train the team when under pressure.
• Ability to work in a fast-paced environment.
• Attention to detail.
• Ability to handle multiple tasks simultaneously.

Education/Experience:

• High School Diploma or equivalent.
• Must be 21 or older to operate the company van.
• Possess a valid driver's license and pass a driving record check.
• Night Auditor experience a plus.
• Must be able to pass a background check.
• One to three months' customer service experience and/or training; or equivalent combination of education and experience preferred.
• Required to be available to work evenings, holidays, and weekends.
• Basic mathematical skills
• Word and Excel proficient
• Outlook

Physical Requirements:

• Prolonged periods of standing.
• Must be able to transfer luggage from vehicle trunks to bell carts and to guest rooms, ranging up to 40lbs.
• Must be able to physically reach, bend, stoop and kneel.
• Must be able to work under variable temperature conditions (extreme heat or cold, indoors/outdoors).
• Acquiring extensive knowledge of the premises and the nearby venues and businesses to make the most suitable recommendations

Ventana Canyon is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Ventana Canyon makes hiring decisions based solely on qualifications, merit, and business needs at the time.