What are the responsibilities and job description for the Guest Services Representative position at Pine Needles Lodge & Golf Club and Mid Pines Inn &...?
Job Details – Guest Services Representative
Job Location – Mid Pines Inn & Golf Club
Position Type – Full-time
Job Shift – Hours Vary
Job Category - Hospitality
SUMMARY:
The primary purpose of this position is to be responsible for the efficient check-in/check-out of the guests in a positive, friendly manner.
EDUCATION and/or EXPERIENCE:
A high school diploma or general education degree (GED) is required and prior experience in the hospitality field/guest services is preferred.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Display friendliness and helpfulness at all times, to Members, Guests, Visitors, Business Partners, and fellow Associates.
- Adhere to all Property and Department policies and procedures.
- Observe all safety and security procedures. Use equipment and material properly. Report potentially unsafe conditions.
- Efficiently and accurately checks in/out guests through face-to-face verbal and written communications and computer. Experience with Agilisys/V-1 is preferable.
- Resolves guests’ complaints and problems in a positive, caring, and friendly manner.
- Maintains appropriate records accurately.
- Have a thorough knowledge of package plans, special promotions; understand the breakdown of packages; know what specific charges and taxes apply to what parts of the package.
- Be knowledgeable of all reports.
- Act as a cashier for guests; obtain bank; count and verify contents and audit.
- Be able to direct guests to all resort
- Understand all aspects of the resume book (group dates, billing instructions, arrival times, group VIPs, etc.)
- Understand posting of all charges.
- Answer telephone using the guest's name and how to transfer calls to other departments.
- Know the hours of operation of all outlets and facilities.
- Know daily resort availability, due outs, and arrivals.
- Be aware of uniform regulations, be neat and professional-looking at all times.
- Present yourself in a congenial and pleasant way to guests and other employee partners.
- Realize it may be necessary to work different shifts each day to accommodate business demands.
- Keep work areas clean and organized during scheduled work shifts.
- Ensure interaction with guests is professional and ethical at all times.
- Immediately report to the Front Desk Manager any attempt by outside vendors to solicit through the Front Desk.
- Never accept from an outside vendor or distribute for an outside vendor any passes, discount coupons, or other collateral.
- Never accept any form of compensation from an outside vendor in return for recommending or promoting their business.
- Ensure that the bank is secured and is not left unattended or open for access by others who are not approved to access the bank.
- Responsible for accurately counting cash received and disbursed and for making an accurate change when needed.
- Perform other job duties as assigned.
LANGUAGE SKILLS:
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 associates of the organization.
MATHEMATICAL SKILLS:
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.
REASONING ABILITY:
Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving a few concrete variables in standardized situations.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the associate is required to stand. The associate is occasionally required to walk. The associate must occasionally lift and/or move up to 10 – 25 pounds.
