Guest Services Agent

Job Description

Job Description

WHO WE ARE

Spinnaker Resorts develops, markets and provides property management for 12 resorts that offer different experiences, as each location has unique topography and local flavor. From the low-key coastal paradise of Hilton Head Island, South Carolina, to the sunny shores of Ormond Beach, Florida, to the neon and natural draw of the Ozarks in Branson, Missouri, or to the historical charm of Williamsburg, Virginia – Spinnaker Resorts has developed resorts that our owners and guests love to return to after previously experiencing vacation days filled with leisure and exploration.

An award-winning vacation ownership company, Spinnaker Resorts offers a variety of opportunities for talented individuals who seek a rewarding career in helping make vacation ownership dreams come true. What makes us memorable, in addition to our excellent quality accommodations, amenities and property management, is our company’s exceptional customer service and dedication to our owners and guests.

As we continue to expand our operations, consider starting a career with a company made up of over 600 industry professionals dedicated to one common goal: providing our owners and guests with the most extraordinary vacation experience possible.

Click here to meet the Spinnaker Family! Testimonials from team members from various locations and roles. Could you see yourself joining our team?

JOB DESCRIPTION SUMMARY

Daily operation of the Front Desk is a highly presentable Gold Crown (RCI) and Premier (II) vacation interval resort.

DUTIES AND RESPONSIBILITIES

• Daily operations of the Front Desk at Palace View Resort.
• When requested, assist the Front Desk Department Manager with projects, tasks, and assigned reports.
• Become knowledgeable in the use of computer software, the standard procedures for performing various tasks, and safety procedures and standards.
• Adheres to work schedules provided by the Front Desk Manager.
• Maintain a productive relationship with co-workers and management.
• Be committed to the mission of SDC Properties “to establish a lifelong relationship with our owners and guests and to guide them through a memorable vacation experience, primarily through our committed, experienced, knowledgeable, and caring staff.”
• Backup support to others, special projects as requested, and/or any legitimate business task within the scope of responsibilities.

Specific Tasks and Assignments

• Recommend the necessary supplies for the daily operation of the Front Desk when needed.
• Oversee and monitor front desk inventories.
• Ability to assist staff in all areas of the Front Desk in the following areas but not limited to: extensive employee training, knowledge of multiple reservations software, exchange programs, scheduling, exceptional customer service skills, problem solving, procedure development and implementation.
• Promote, execute, and encourage incentive programs.
• Ensure Front Desk is performing excellent customer service skills and techniques.
• Observe all areas of responsibility (i.e., company protocol, uniforms, schedules, punctuality, reports and guest interaction.)
• Lost and found procedures for items turned into the Front Desk.
• Be available to cover the Front Desk when needed (i.e., employees sick, vacations, PTO).
• Generate operation reports.

SAFETY

• Ensure that all safety rules are observed by the Front Desk staff.
• Know tornado, fire and disaster procedures and help coordinate evacuation efforts if necessary.

WORK SCHEDULES

Given that we are in the hospitality industry and operations are 24 hours, 7 days per week, schedules will vary by department based on seasonality and business needs. All employees are encouraged to recognize there is a certain level of flexibility expected based on legitimate business situations. For office staff, slight variations of start and end times are available by department based on business needs. However, once a schedule is determined, employees should ensure they are timely based on their established schedule. Requests for schedule adjustments should be submitted to your immediate manager and may be considered if it meets the needs of the business. The scheduled shift for this role is 1:30 PM–10:00 PM.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

• High School Diploma or GED.
• Proficient in reading and writing English. Word, Excel, & e-mail proficiency desired.
• Be customer service oriented and display an obvious people-person personality.
• Verbal and written communication skills for interaction with employees, guests, vendors, and the general public, using tact and poise.
• Ability to work overtime and/or weekends as required upon request of the Front Desk Manager or Assistant General Manager.
• Ability to walk extensively, climb stairs, and lift 50 lbs or more.
• Desire previous customer service experience in related or similar field

BENEFITS (if eligible)

• Weekly Pay and Direct Deposit
• Health Insurance (Medical/Vision/Dental)
• Company-Paid Life Insurance
• Paid Time Off (PTO) Program
• Paid Vacation and Holiday Pay
• 401 (K) Retirement Plan with a Company Match (based on eligibility)
• Employee Wellness Programs
• Fitness Center Reimbursement
• Ongoing Professional Development Opportunities
• Employee Family & Friends Discounted Stays
• Various Employee Discounts (Local Businesses and National Retailers)
• Employee Recognition and Appreciation Events (Annual Employee Picnic & Holiday Party)
• Company-Supplied Uniforms and Equipment (Applicable Positions)
• Flexible Work Schedules