Guest Service Agent

As a Guest Service Agent, you will be the first point of contact for guests and play a crucial role in providing extraordinary service and creating memorable experiences for our guests from arrival to departure.
You will also be responsible for:

• Ensuring a smooth, well-coordinated check-in/out process which includes greeting guests upon arrival, assisting with luggage, conducting room/property tours and coordinating departure schedules.
• Performing credit card verifications, processing folio adjustments and collecting payments.
• Assisting with guest inquiries, requests and reservations, both in person and over the phone.
• Ensuring guests’ expectations are met by anticipating guests’ needs and coordinating with other departments to fulfill guest requests.
• Scheduling guest wake-up calls as needed.
• Preparing and verifying the accuracy of the daily status sheet.
• Scheduling and verifying in-house guest activities, reservations, spa appointments, meal reservations, and activity tours/excursions.
• Answering phones, handling guest feedback and resolving complaints promptly and professionally.
• Performing room inspections and placing guest welcome notes and itineraries in rooms.
• Handling retail sales as necessary.
• Ensuring the accuracy of guest folios by verifying spa, guide, retail and room charges.
• Assisting in maintaining accurate records and accounts, including processing payments and maintaining guest accounts, recording cash tips, handing the cash drawer during shifts, and dropping cash/checks into the safe at night.
• Upholding the standard of cleanliness and maintenance of the front desk, lobby, entrance, and restrooms including the cleaning and sanitation of sinks, toilets, and tubs as well as sweep and mop floors and empty waste baskets.
• Assisting with spa laundry duties which include collecting, sorting, washing, drying and restocking linens, towels, and robes, ensuring guests always have clean and fresh supplies.
• Assisting with the preparation of hot mineral soaks for guests as needed.
• Providing coverage in the absence of Night Auditor.
• All other duties as assigned.

What this isn’t:

• High school diploma or general education degree (GED).
• Excellent communication skills, both verbal and written.
• Strong interpersonal skills with the ability to build rapport and provide exceptional service to guests.
• Flexibility to work various shifts, including weekends and holidays.
• You’ll need to present documentation establishing both identity and employment authorization within three days of hire pursuant to federal law.

• Education in hospitality or related field.
• Experience working in a luxury hospitality setting.
• Proficiency in computer systems and hotel management software.

• You’re alert, friendly and eager to assist guests politely and promptly.
• You demonstrate care and compassion for team members, putting the needs of the team before your own.
• You’re self-directed, energetic, and motivated with multi-tasking capabilities.
• You’re creative, adaptive and willing to work with existing core retreat philosophy and style.
• You demonstrate clean work habits and attention to detail.
• You conduct yourself in a professional manner in and out of the work setting.

On a regular basis, you can expect to:

• Stand; walk; move hands and fingers; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear.
• Lift and/or move up to 50 pounds or more.
• Perform physical labor for extended periods of time.
• Be on your feet for extended periods of time.

On an occasional basis, you can be expected to sit.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

You will regularly be required to work long hours in an office/reception area and at a computer. You may occasionally be exposed to wet and/or humid conditions; fumes or airborne particles; outside weather conditions. The noise level in the work environment is usually low to moderate.