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Guest Service Agent - Vail, United States - Welk Resort Group
Description
** Guest Service Agent**
**Job Category****:** Resort Operations **Requisition Number****:** GUEST003588 Showing 1 location **Job Details**
**Description**
Essential Duties and Responsibilities (other duties may be assigned):
Resort Wide:
Consistently follow the Welk I-Service service standards at all times.
Follow all company and department policies and procedures.
Attend safety meetings, keep the workplace in safe condition, and work in a safe manner.
Adhere to attendance policy and report to workstation at scheduled start time.
Propose ideas or find ways to improve services, systems, and/or procedures.
Department:
Maintain a neatly groomed appearance that is in compliance with the Welk Resort Group standards. For this position, appropriate dress includes a clean, pressed uniform worn in adherence to the Front Office Uniform Dress Code.
Check in with the department manager or supervisor to ascertain any special needs or events for the day.
Cooperate with coworkers and management.
Work to resolve conflicts with other associates, or see a manager if resolution is not possible.
Assist other WRSD associates if necessary and appropriate.
Be knowledgeable of and provide information regarding hotel facilities, hours of operation, key personnel, special activities and functions in the resort as requested.
Provide directions to the resort from any location as requested.
Handle front desk telephone calls as needed and ensure that prompt courteous service is provided.
Make reasonable determinations of what a guest is seeking in room accommodations, based on the guests requests and information given, and participate in problem solving situations while keeping managers and supervisors informed.
Be familiar with all departments and key personnel in each department.
Perform all duties listed on the shift administrative checklist and inform department manager of any duties that are not clearly understood.
Complete all duties on the shift checklist, and inform department supervisor or manager immediately if any items on the checklist cannot be completed during the shift.
Utilize the computer system in retrieving, updating and inputting guest information.
Answer the telephones professionally and cheerfully, including transferring and routing misdirected calls and taking messages.
Read all departmental memos and inform supervisor or manager of any information that is not clearly understood.
Report to the supervisor any supplies that are needed or any safety concerns that need to be addressed.
Alert the following shift of any duties that have not been completed or of any pertinent information regarding special situations.
Answer Platinum Ownership FAQs
Take payment for owner maintenance fees
Provide owners with temporary cards when needed
Make Owner Services appointments
Assist with authorization forms for guest to check-in prior to owner
Assist with Day Use information and reservations when necessary
Perform other tasks as assigned by department supervisor or manager.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements following this paragraph are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
Language Skills:
Ability to read and interpret documents such as safety rules, operation 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. Excellent communication skills required.
**Qualifications**
**Skills**
**Behaviors**
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**Motivations**
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**Education**
**Experience**
**Licenses & Certifications**
