Guest Experiences Associate

SUMMARY: Guest Experience Associates are the front line of front desk operations. They provide assistance to guests in person and over the phone, processing check-ins and check-outs, collecting payments, and maintaining accurate guest documentation. Associates are also responsible for ensuring documentation such as registration cards are provided to and completed by their guests and addressing any balances owed for services or goods. In addition, GSAs support add-on sales, initiate basic service recovery when concerns arise, and operate the PBX system. As the primary point of contact, GSAs ensure a seamless arrival and departure experience while representing the resort with professionalism and a guest-first attitude.

ESSENTIAL DUTIES AND RESPONSIBILITES: This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

• Provide guest assistance by phone and in person.
• Process check-ins and check-outs accurately and efficiently.
• Collect deposits and payments following PCI compliance.
• Distribute service calls to internal support departments as reported.
• Upsell and promote add-on services or goods to guests.
• Initiate service recovery efforts when guest concerns arise.
• Operate PBX, answering and directing calls professionally.
• Stock supplies and maintain a clean, organized front desk area.
• Support lobby line control, traffic flow, and guest safety when needed.
• Perform all other duties as assigned by management.

EDUCATION and/or EXPERIENCE: Level 2

Less than high school education; or up to one month related experience or training; or equivalent combination of education and experience.

LANGUAGE SKILLS: Level 3

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHMATICAL SKILLS: Level 2

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY: LEVEL 3

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

QUALIFICATIONS:

• Efficiently handle multiple duties
• Requires the ability to operate various office equipment to include a computer, word processing, spreadsheets, voice mail, copier, fax, calculator
• Requires a good understanding of company policies and procedures.
• Working knowledge of resort amenities, room designs, and general resort knowledge
• Ability to handle stressful situations
• Good attendance and punctual
• Exhibits professionalism
• Exhibits good grooming habits
• Wears the proper uniform
• Works efficiently
• Follows all resort and office policies and standard operating procedures
• Conducts themselves in a professional manner with a positive attitude

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Activities:

• While performing the duties of this job, the employee is required to:

• Regularly stand, walk, talk or hear, and use hands to finger, handle, or feel
• Frequently reach with hands or arms
• Occasionally climb or balance and stoop, kneel, crouch or crawl

Lifting activities:

• While performing the duties of this job, the employee is required to:

• Occasionally lift up to 10 and 25 pounds

Vision Requirements: Close vision, Peripheral vision

WORK ENVIRONMENT:

• Occasionally exposed to fumes or airborne particles and outdoor weather conditions

Noise Level : Moderate