Guest Services Agent

To represent the resort to the guest throughout all stages of the guest's stay. To welcome the guest at check-in and expedite the processing of their account at departure. Upgrade room type when possible to maximize room revenue received by the resort. Provide any assistance to resort guests and future guests to ensure a pleasant stay.

DUTIES

1. Deal effective with all guests.
2. Maintain a high level of customer service with everyone.
3. Check-in and/or check-out guest quickly and efficiently also to include all dock guests.

4. Verify guest information; address, credit card signature, rate and length of stay.
5. Obtain appropriate credit card authorization for the guests stay.
6. Maintain Front Desk bank, which includes, but is not limited to cashing
checks, making change and posting cash payments.
7. Thoroughly understands and adheres to proper credit, check cashing and cash handling policies and procedures.
8. Post additional charges to guest accounts during their stay (i.e. faxes, tours, and laundry).
9. Knows room locations, types of rooms available, and room rates and slip rates.
10. Uses suggestive selling techniques to sell rooms and to promote other services to the resort.
11. Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests and part-day rooms.
12. Possesses a working knowledge of the reservations department.
13. Maintains key control and key security for guest room keys.
14. Knows how to use the front office equipment.
15. Follows procedures for issuing and closing safe deposit boxes used by guests.
16. Complete other projects assigned by the Front Desk Manager.
17. Ensure that mini bar procedures are followed including key security; final day postings and reconciliation.
18. Attend monthly meetings and all scheduled one-on-one meetings
19. Must observe safety and respect for company and guest property and equipment.
20. Must follow the 10/5/3 rule at all times
21. Must be well groomed and in a company issued uniform and wear a name badge at all times
22. Must have a smile for all.

Responsibility & Authority:
1. Uses proper mail, package and message handling procedures.
2. Reads the Shift Pass-On Red book and bulletin board daily. Is aware of
daily activities and meetings taking place in the resort.
3. Coordinates guest room maintenance work with the engineering and
maintenance or housekeeping departments.
4. Reports any unusual occurrences or requests to the Front Desk Manager,
the Rooms Division Manager or the M.O.D.
5. Knows all safety and emergency procedures. Is aware of accident
prevention policies.
6. Understands that scheduling is based upon occupancy, arrivals and
departures and therefore business demands will sometimes conflict with
personal shift preferences and/or days off preferences.
7. Handle guest complaints courteously, offer solutions and follow through to a
satisfactory conclusion.
8. Adjust, where appropriate, any charge that a guest questions and record for
accounting department.
9. Document and communicate to the Front Desk Manager all information
pertaining to the resort that would impact the guest's perceptions of the
resorts services.

QUALIFICATIONS

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