Guest Services Agent

Enchantment Group Management Company LLC•Irvington, VA

1d•Onsite

About The Position

The Guest Service Agent will represent the resort throughout all stages of the guest's experience. The Guest Service Agent will welcome the guest at check-in and expedite the processing of their account at departure. The Guest Services Agent will provide prompt and courteous assistance to resort guests and future guests to ensure an exceptional guest experience.

Requirements

High school degree or equivalent required.
Must be able to work weekends and holidays.
Must have strong organizational skills
Excellent written and verbal communication skills
Able to perform and prioritize multiple tasks with ease.
Strong guest and team member relations skills.

Nice To Haves

Prior hotel/resort front desk experience preferred.
Strong Computer skills preferred.
Familiar with hospitality computer software i.e. Maestro, Oracle, Executech, etc, preferred.

Responsibilities

Regular and Reliable Attendance is an essential function of this role.
Address guest questions and concerns promptly and effectively.
Maintain a high level of customer service with everyone.
Check-in and/or check-out guests efficiently.
Verify guest information, address, credit card signature, rate and length of stay.
Obtain appropriate credit card authorization for the guests stay.
Post additional charges to guest accounts during their stay.
Knows room locations, types of rooms available, and room rates and slip rates.
Exemplified the Tides Inn high standard of hospitality to all guests.
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.
Possesses a working knowledge of the reservations department.
Maintains key control and key security for guest room keys.
Knows how to use the front office equipment.
Follows procedures for issuing and closing safe deposit boxes used by guests.
Complete other projects assigned by the Guest Services Manager.
Attend monthly meetings and all scheduled one-on-one meetings
Uses proper mail, package and message handling procedures.
Coordinates guest room maintenance work with the engineering and maintenance or housekeeping departments.
Reports any unusual occurrences or requests to the Manager, the Director of Operations or the M.O.D.
Knows all safety and emergency procedures. Is aware of accident prevention policies.
Handle guest complaints courteously, offer solutions and follow through to a satisfactory conclusion.
Adjust, where appropriate, any charge that a guest questions and record for accounting department.
Document and communicate effectively.
Other duties as assigned