Guest Services Agent

Job Description

Job Description

Are you outgoing, energetic, passionate, and authentic? Enchantment is the perfect spot for you!

At Enchantment, we work together to create and deliver personalized extraordinary experiences for all guests and team members here at the resort. Our culture is fast-paced, collaborative, inclusive, engaging, and we have one of the best views you’ll ever find! Come join us!

Basic Function : Represent the resort to the guest throughout all stages of the guest’s stay 

Work Performed :

1. Effectively assists all guests
2. Maintain a high level of customer service while adhering to AAA, Coyle and Resort Standards
3. Check-in and check-out guests efficiently within AAA & Coyle time standards
4. Direct all guest requests and issues to the proper departments; follow through to ensure requests and issues are fully resolved
5. Resolve guest issues and log complaints in Visual One with full details
6. Report any unusual occurrences or requests to the Front Desk Manager, Director of Rooms or Managing Director 
7. Obtain appropriate credit card signature with full authorization for the guests’ stay
8. Maintain bank, which includes, but is not limited to making change and posting cash payments
9. Inform guest of debit card policy
10. Understands and adhere to proper credit, check cashing and accounting policies and procedures
11. Post additional charges to guest accounts during their stay and after departure 
12. Research as necessary to bill guests correctly (i.e. faxes, tours, laundry, allocations, VIP packages, etc.) 
13. Know room types, locations and rates to up-sell upon arrival
14. Use suggestive selling techniques to (up) sell rooms and to promote other services at the resort
15. Work closely with Housekeeping department to ensure availability of rooms 
16. Track and note all early arrivals, late departures, room moves, VIP’s and repeat guests, as well as any special requests
17. Maintain key control and key security for all guests of the resort
18. Follow procedures for issuing and closing safe deposit boxes used by guests
19. Ensure that mini bar procedures are followed including key security, final day postings and reconciliation 
20. Use proper mail, package and message handling procedures; log mail as necessary
21. Read the log book and/or emails daily and complete any requests
22. Possess knowledge of daily activities, group events, site inspections, emails, etc. 
23. Assist Reservations and Concierge during closure and rush hours
24. Know all safety and emergency procedures including accident prevention policies and power outage procedures
25. Assist with phone coverage and answer all calls within three rings and with proper greeting
26. Communicate professionally when dealing with 911 dispatch and dispatching security to appropriate area
27. Complete daily call and wake-up call log and follow through as required
28. Conduct proper room assignment to assure guest satisfaction (upgrades, special requests, special billing, etc.)
29. Other duties as assigned

Supervision Exercised : None

Supervision Received : Guest Services Manager 

Minimum Requirements :

High school degree or equivalent. Prior hotel/resort front desk experience highly desired. Must have strong organizational skills, excellent written and verbal communication skills and be able to perform and prioritize multiple tasks with ease. Computer skills required. Strong guest and team member relations skills 

Physical Requirements :

100% standing with occasional walking and bending 

Lifting/Carrying up to 20 lbs.

Hearing and manual dexterity

Distance vision 1-3 feet