Guest Services Representative - Full Time

Guest Services Representative

Harrodsburg, KY, USA

Shaker Village of Pleasant Hill

Shaker Village of Pleasant Hill (SVPH) is on a mission to inspire generations through DISCOVERY, by sharing the legacies of the Kentucky Shakers. SVPH is committed to bridging historic preservation, land conservation, engaged learning and warm hospitality to present an unrivaled destination experience.

Home to the third largest Shaker community in the United States from 1805 until 1910, SVPH manages the country's largest private collection of original 19th century buildings and is the largest National Historic Landmark in Kentucky. Onsite amenities include overnight accommodations, dining and catering services, retail shops, event and meeting venues, riverboat rides, historical exhibitions and tours, farm and garden area, nature preserve, multi-use trail system, equestrian stable and an extensive calendar of special programs, activities and events.

Guest Services Department

The Guest Services Department supports the mission of Shaker Village by providing guests with a welcoming and thoughtful introduction to their Village experience, efficiently connecting those guests with the exciting opportunities that await them.

Position Summary

The Guest Services Representative (GSR) serves as the first, and oftentimes the last point of contact for Shaker Village guests. Working in a professional, team environment, the position promotes an engaging guest experience through exceptional customer service, a thorough knowledge of all SVPH products and a genuine enthusiasm for the property.

Reporting to the Guest Services Manager, the GSR serves guests by establishing rapport, building customer confidence, providing accurate information, and promoting SVPH products, programs and services from inquiry through point of successful sale.

The GSR is a member of a cross-trained team, which focuses on facilitating overnight, dining, admission, retail, programs and event sales. The team staffs multiple locations throughout the property, including the Welcome Center, the call center desk, the front entry gate, and other locations as needed.

Responsibilities and Duties

• Serve as the initial point of contact for the SVPH guest experience and provide a positive, well-informed experience for guests onsite, by phone and email
• Actively greet, orient and assist all property guests; effectively handle questions, sales and payments for a multitude of services, programs, merchandise, tickets and events in accordance with SVPH service standards and accounting procedures
• Provide excellent service and increase sales opportunities through a thorough knowledge of all SVPH products, programs, services, amenities and events including all upgrade options available to guests
• Engage guests to establish rapport, build customer confidence in SVPH offerings and maximize property sales by converting inquiries into reservations
• Accurately process individual hotel reservations, check-ins and check-outs; sell all SVPH ticketing, programming and event options; make dining reservations; sell retail merchandise and gift certificates; process riding, boarding and launch fees; and other SVPH products and services as developed
• Balance all cash, check and credit card transactions and produces shift reports and performs audit functions as assigned
• Coordinate the appearance and functionality of welcome desk area and activities to assure that guest service standards are consistently met and assist with preparation of village opening by conducting daily walk-through of public spaces, filling brochures as needed, straightening merchandise, checking signage and following loss prevention techniques
• Continuously take initiative to build knowledge of SVPH history, mission, property, programs, services and promotions through self-education and active participation in trainings and effectively communicate with guests with a high degree of confidence
• Build strong lines of communication and internal relationships with critical support departments: The Inn, Dining, Retail, Program, Maintenance, Grounds, Marketing, Development, Accounting and Administration
• Comply with all safety and security policies in accordance with SVPH standards
• Perform other duties as assigned by management
  
  
  

Skills And Qualifications

• Friendly, positive, flexible, reliable and proactive with the ability to learn new information quickly in a team environment
• Strong verbal and written communication and customer service skills, including correspondence, emails, telephone and in person
• Ability to easily engage people and orient them to SV's many offerings
• Ability to apply critical thinking and sound judgment while working independently and collaboratively to solve problems
• Ability to multitask and effectively handle hectic situations while making quick, accurate decisions with a high level of patience
• Must be organized and engaged and have the ability to manage multiple priorities and multiple guests in a welcoming, courteous manner
  
  
  

Education and Experience

• High school diploma required, Bachelor's degree preferred
• Solid knowledge of customer service, sales techniques and business etiquette and practices
• Six months customer service, hotel, retail, or cash handling experience required
• Strong math skills, with a close attention to detail and basic accounting acumen
• Proficient computer, data entry and general office equipment skills with experience operating POS (point of sale), reservation and ticketing systems
• Proficiency in MS Word, Excel and Outlook require
  
  
  

Mental and Physical Requirements

• Must be capable of standing for long periods
• Must be capable of lifting 50 pounds
• Must have excellent manual dexterity
• Must be comfortable working with the public
  
  
  

Working Environment and Conditions

• Must be able to work in both indoor and outdoor environments, during all seasons and types of weather conditions
• Weekend, evening, holiday hours and occasional extended shifts required
• Occasional overnight coverage as night audit (10 p.m. 6 a.m.)