Guest Service Representative

Full time and Part time Positions

Schedule Varies

$20.00 an hour plus commission on direct bookings

Position Summary

The primary duties of the guest service representative are to assist guests with the check-in process for their Helicopter tour, and accommodate guests in an attentive, courteous and friendly manner.

Essential Functions

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

• Prepare and organize each flight by reservations and weight and assign boarding numbers.
• Text/Email guest flight reminders and any pick-up/self-drive reminders.
• Greet passengers upon arrival.
• Apply payment to reservations via cash, credit card, and voucher.
• Check guests’ photo ID.
• Weigh guests and record actual weight on pilot manifest.
• Perform weight and balance for each flight.
• Take photos, print photos, display photos, sell photos, upload digital photos to drop box.
• Stock, and inventory photo items.
• Sell, stock, tag, and inventory gift shop merchandise.
• Walk the lobby and Guest Restrooms after each departure and arrival for garbage and lost items, all while making sure the lobby and restrooms are clean and stocked.
• Wipe down/disinfect check-in counters, workstations, photo desk, lobby furniture, restrooms.
• Walk courtyard for garbage and lost items.
• Make, breakdown, and clean coolers.
• Accept, verify, and put deliveries away.
• Organize stock, rotate, and check expiration dates on food and beverage items.
• Able to lift 50 pounds.
• Stock supplies i.e. pilot manifests, briefing cards, boarding cards, pens, etc.
• Count and verify cash till at start and end of shift at $200.
• Drop cash earned for the day.
• File paid reservations in Daily Sales Folder.
• Count café inventory.
• Book flights for walk in guests and be knowledgeable in our flight experiences.
• Communicate with drivers to locate guests.
• Communicate with guests and external booking agent to locate guests for pick up.
• Make notes in each reservation if the guests have an issue for documentation purposes.
• Answer inbound phone calls, if needed transfer to correct location, department or individual.
• Double-check all bookings to ensure no mistakes are present.
• Prepare driver pick up/ drop off slips.
• Perform Miscellaneous duties assigned by the manager.
  
  

Position Qualifications

Competency Statement(s)

• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
• Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Ethical - Ability to demonstrate conducts conforming to a set of values and accepted standards.
• Honesty / Integrity - Ability to be truthful and be seen as credible in the workplace.
• Reliability - The trait of being dependable and trustworthy.
• Sales Ability - Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea.
• Working Under Pressure - Ability to complete assigned tasks under stressful situations.
• Accuracy - Ability to perform work accurately and thoroughly.
• Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
• Accountability - Ability to accept responsibility and account for his/her actions.
• Responsible - Ability to be held accountable or answerable for one’s conduct.
• Friendly - Ability to exhibit a cheerful demeanor toward others.
• Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous.
  
  

Skills & Abilities

Education: High School Graduate or General Education Degree (GED)

Computer Skills: Microsoft Office (Outlook, Word, Excel, Power Point)

Other Physical Requirements: Vision (Near, Distance, Color, Peripheral, Depth Perception)

Working Conditions

(The unavoidable, externally imposed conditions under which the work must be performed and which create hardship for the incumbent including the frequency and duration of occurrence of physical demands, environmental conditions, demands on one’s senses and metal demands.)

Physical Demands

(The nature of physical effort leading to physical fatigue)

The Guest Service Representative will spend hours standing, sitting and using office equipment and computers, which can cause muscle strain. The Guest Service Representative will also have to do lifting of supplies and materials frequently.

Environmental Conditions

(The nature of adverse environmental conditions affecting the incumbent) The incumbent is located in a busy, open office and maintenance area. The incumbent is faced with constant interruptions and must meet with others on a regular basis.

Sensory Demands

(The nature of demands on the incumbent’s senses)

The incumbent must spend long hours in intense concentration. The incumbent must also spend long hours on the computer entering tracking and receiving information which requires attention to detail and high levels of accuracy.

Mental Demands

(Conditions that may lead to mental or emotional fatigue)

There are a number of deadlines associated with this position, which may cause significant stress.

The incumbent must also deal with a wide variety of people on various issues.