Guest Services Concierge - Resort Front Desk

Description

About Roberts Resorts & Communities

This company operates nationally and is growing by the day. At Roberts Resorts & Communities, we're on a mission to build community and fulfill dreams. Through our core values of resourcefulness, integrity, passion, and epic customer service, we're dedicated to making a difference in the lives of 30,000 families. If you're passionate about creating meaningful impact, thrive in a culture of integrity, and are committed to delivering exceptional service, we invite you to join us in turning visions into reality and shaping a brighter future together.

Position Summary

The Front Desk Associate serves as the initial point of contact for guests and visitors, delivering outstanding customer service and support. Responsibilities include managing check-in and check-out procedures, handling reservations, addressing inquiries, and maintaining smooth front desk operations.

Performance Objectives

• Establish positive relationships with guests, residents, prospective residents, and vendors through courteous and professional interactions
• Efficiently manage incoming calls, handling reservations and addressing customer inquiries promptly and accurately
• Provide assistance and respond to queries via online chat to enhance customer experience
• Report resort comments, suggestions, and complaints to the General Manager for timely resolution
• Conduct seamless check-in and check-out processes, managing reservations and accommodating walk-in guests effectively
• Collect rent, deposits, and payments for various services using Rent Manager and Camp spot platforms
• Initiate collection calls for site rental payments as instructed, ensuring timely payments
• Utilize email communication to correspond with residents and potential guests as required
• Maintain organized resort files, reports, and records, ensuring accuracy and completeness
• Upload resident files and communications to Rent Manager for documentation and tracking purposes
• Prepare and distribute resort communications such as newsletters, rule reminders, and violation notices
• Monitor office supplies inventory and place orders as necessary to ensure availability
• Manage mail and packages, sorting and distributing them to designated mailboxes
• Secure documents for leases and maintain confidentiality of sensitive information
• Input meter readings accurately to track usage and manage utility billing processes
• Coordinate with maintenance personnel to address guest concerns and resolve any potential issues promptly
• Performs other related duties as assigned

Requirements

Key Competencies

1. Customer Service Skills: Proficient in providing outstanding service to guests and residents, ensuring their needs are met with excellence.
2. Communication: Demonstrates effective verbal and written communication skills to interact professionally with guests, residents, and team members.
3. Multitasking: Capable of efficiently managing multiple tasks such as check-ins, reservations, and guest inquiries simultaneously.
4. Attention to Detail: Possesses keen attention to detail to ensure accuracy in handling payments, reservations, and administrative tasks.
5. Adaptability: Adapts to various situations and addresses guest needs promptly and professionally.
6. Problem-Solving: Exhibits strong problem-solving abilities to resolve guest complaints or issues effectively and find suitable solutions.
7. Organization: Maintains orderly records, manages office supplies, and handles administrative tasks effectively.
8. Computer Proficiency: Proficient in using property management software and Microsoft Office applications.
9. Positive Attitude : Maintains a positive attitude and enthusiasm for delivering outstanding service, contributing to a welcoming and hospitable environment at the front desk.

Education & Experience

• High school diploma or equivalent required
• Prior experience in customer service, front desk operations, or hospitality industry is preferred but not required.
• Proficiency in using computer systems, including property management software and Microsoft Office suite, is desirable.
• Strong communication and interpersonal skills are essential, along with the ability to multitask and work in a fast-paced environment.

Physical Requirements

• Constantly stand, talk, or hear; Frequently use hands.
• Manual dexterity for handling paperwork and using office equipment.
• Clear vision and hearing for reviewing documents and communicating effectively.
• Capability to lift up to 10 pounds.

Benefits and Perks

We believe in taking care of our team so they can thrive both at work and in life. As a full-time employee, you’ll enjoy a comprehensive benefits package designed to support your health, growth, and lifestyle, including:

• Medical, Dental, and Vision coverage for you and your dependents
• Employer-paid life insurance for peace of mind
• A full menu of voluntary coverages — STD, LTD, Accidental, Critical Illness, Hospital Indemnity, Pet Insurance, and Legal Service Plans
• 80 hours of PTO plus 11 paid holidays to recharge and refresh
• 401(k) with a 3% company match to invest in your future
• The chance to be part of an inclusive, supportive community where your contributions matter
• Complimentary stay at one of our resorts — enjoy the lifestyle you help create!

Commitment to Diversity

Roberts Resorts & Communities stands firm in our commitment to Equal Employment Opportunity. We believe in a workplace free from discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic. Diversity is our strength. We foster an inclusive environment where authenticity is valued, and everyone feels a sense of belonging. We empower individuals to reach their full potential and contribute their best. Join us in creating a workplace where diversity is celebrated, voices are heard, and excellence thrives.