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Sedona

    Guest Services Agent - Sedona, United States - Enchantment Group Management Company LLC

    Enchantment Group Management Company LLC
    Enchantment Group Management Company LLC Sedona, United States

    4 weeks ago

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    Description

    Job Description

    Job Description

    Are you outgoing, energetic, passionate, and authentic? Enchantment Resort is the perfect spot for you

    At Enchantment, we work together to create and deliver extraordinary experience for all guests and team members here at the resort. Our culture is fast-paced, collaborative, inclusive, engaging, and we have one of the best views you'll ever find Come join us

    How you will enjoy your day:

    Represent the resort to the guest throughout all stages of the guest's stay.

    Work Performed:

    1. Effectively assist all guests
    2. Maintain a high level of customer service while adhering to AAA, Coyle and Resort Standards
    3. Check-in and check-out guests efficiently within AAA & Coyle time standards
    4. Direct all guest requests and issues to the proper departments; follow through to ensure requests and issues are fully resolved
    5. Resolve guest issues and log complaints in Visual One with full details
    6. Report any unusual occurrences or requests to the Front Desk Manager, Director of Rooms or Managing Director
    7. Obtain appropriate credit card signature with full authorization for the guests' stay
    8. Maintain bank, which includes, but is not limited to making change and posting cash payments
    9. Inform guest of debit card policy
    10. Understands and adhere to proper credit, check cashing and accounting policies and procedures
    11. Post additional charges to guest accounts during their stay and after departure
    12. Research as necessary to bill guests correctly (i.e. faxes, tours, laundry, allocations, VIP packages, etc.)
    13. Know room types, locations and rates to up-sell upon arrival
    14. Use suggestive selling techniques to (up) sell rooms and to promote other services at the resort
    15. Work closely with Housekeeping department to ensure availability of rooms
    16. Track and note all early arrivals, late departures, room moves, VIP's and repeat guests, as well as any special requests
    17. Maintain key control and key security for all guests of the resort
    18. Follow procedures for issuing and closing safe deposit boxes used by guests
    19. Ensure that mini bar procedures are followed including key security, final day postings and reconciliation
    20. Use proper mail, package and message handling procedures; log mail as necessary
    21. Read the log book and/or emails daily and complete any requests
    22. Possess knowledge of daily activities, group events, site inspections, emails, etc.
    23. Assist Reservations and Concierge during closure and rush hours
    24. Know all safety and emergency procedures including accident prevention policies and power outage procedures
    25. Assist with phone coverage and answer all calls within three rings and with proper greeting
    26. Communicate professionally when dealing with 911 dispatch and dispatching security to appropriate area
    27. Complete daily call and wake-up call log and follow through as required
    28. Conduct proper room assignment to assure guest satisfaction (upgrades, special requests, special billing, etc.)
    29. Other duties as assigned
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