Guest Services Associate

Job Description - Non-Exempt

Position Title: Guest Services Associate– Front Office

Reports To: Front Desk Manager

FLSA Status: Non-Exempt

Purpose

The Guest Services Associate represents the first point of contact with our guests and handles all stages of their stay.

Principal Duties and Responsibilities

• Responsibilities listed may not apply to all locations
• Is responsible for the efficient and courteous operation of the front desk
• Is responsible for checking guests in/out most efficiently and courteously. Collect balances and post appropriate room charges
• Answers and transfers all calls from the switchboard using proper telephone etiquette
• Answers guest questions about local restaurants and attractions
• Makes courtesy calls and follow up calls to all guests’ issues
• Sends confirmation letters to owners/guests
• Coordinates with all other departments to ensure a smooth response to guest’s requests
• Processes all incoming revenue from all departments daily
• Opens and closes the credit card machines and cashier audit reports
• Balances out cash drawer, processes advance deposits when making reservations, collects money and posts the transactions from other departments
• Orders office supplies as needed
• Prepares night audit daily
• Enters maintenance and service requests in SPI promptly
• Makes reservations most courteously and efficiently
• Makes room moves and stay-over requests for guests as needed to ensure guest satisfaction
• Runs reports and corrects errors before the guests checkin
• Performs any other inventory management changes as directed by the supervisor or manager
• Prepares check-in packets for the upcoming week
• Makes rental calls to notify owners whether their villa rented or not
• Responds to online reviews
• Reconciles rentals for the previous month
• Checks online travel agents for rental inbounds
• Makes daily post office and banking runs
• BlocksRCI points for unpaid accounts
• ManagesRCI banking, membership changes, and cancellations
• All other duties as assigned by management

General Statement - Performs the job assigned, complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity.

Job Requirements

Education, Essential Training / Certifications, and Experience:

• High School Diploma/ GED
• Experience or comparable knowledge in the Resort/Hotel industry; Timeshare knowledge is preferred

Skills, Knowledge, and Abilities:

• Basic computer skills
• Close attention to detail
• Excellent Customer Service skills with the ability to work under pressure
• Bilingual is a plus
• Active listener with the ability to solve problems
• Ability to Work with minimal supervision
• Excellent verbal and written communication skills
• Flexible schedule –Ability to work evenings, holidays and weekends are a must

Shift: Additional hours may be necessary to cover shifts and meet deadlines

• Regular Hours and Weekend

Travel:

• None