Vacation Rentals Guest Service Agent - Sunriver, United States - Sunriver Resort

Description

Overview:

The Guest Services Agent often provides the first point of contact for guests and is responsible for creating an excellent first impression. They are responsible for guest registration, room assignments and key control responsibilities. The Guest Services Agent will maintain the AAA Four Diamond standards.

The Guest Services Agent will always conduct themselves in manner which supports the Core Values of Sunriver Resort:Trust, Commitment, and Open and Honest Communication. They shall strive to provide exceptional service to both internal and external guests at all times and for exemplifying the Sunriver Resort Culture as well as promoting Sunriver Resort as both the Destination and Employer of Choice

• Greets and welcomes guests upon arrival and departure including use of guest name & good eye contact with each guest
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day
• Follows proper check-in procedures
• Registers guests into computer system, verifying registration, address and credit information
• Accepts payment for guests accountants both at the time of registration and check out
• Follows set procedures on posting, charges, cashing checks, safe deposits and refunds
• Maintains accurate records of room availability
• Be knowledgeable of all tours/groups
• Responsible for access control
• Completes appropriate front office reports
• Resolves problems arising from guest complaints and provides prompt follow-up
• Works closely with Housekeeping, Engineering, Sales and Conventions to ensure exceptional guest satisfaction
• Attends appropriate resort, division and department meetings
• Assures guest service standards are being applied by all guest services team
• Assists with maintaining a strong morale and spirit throughout the guest services team
• Maintains records for all VIPs, special requests, etc.
• Maintains an up to date working knowledge of all resort amenities as well as any special events
• Familiar with all resort services/features and local attractions/activities to respond to guest inquiries accurately and creatively
• Makes dining , tour and activity reservations for guests
• Accepts incoming guest correspondence and transmits appropriately
• Upsells other resort services and amenities to guests including Destination Delivers
• Maintains upkeep of all desk resources, including refilling brochure rack, making copies of flyers when low and keeping desk organized and immaculate
• Answers incoming guest calls, transfers calls appropriately and relays messages accurately
• Assists guests with incoming packages
• Arranges bell service for guests
• Schedules travel arrangements for guests
• Performs special deliveries or errands for guests
• Provides daily custodial duties for the inside and outside of main lodge and parking areas
• Maintain a clean lobby, entrance and parking lot presence
• Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons). Reports all safety incidents to on-duty supervisor.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas including company vehicles
• Be capable of performing all the physical requirements outlined below
• Resolves guest problems and is empowered to act in absence of manager
• Logs all guest issues in Breezeway and provides appropriate follow-up to guest
• Interacts with resort staff in a professional manner, assisting other departments with necessary information
• Always maintains a professional demeanor and attitude
• Communicates all pertinent information to the guest services team
• Acts with responsibility towards all company property, supplies and equipment.
• Maintains a professional appearance. Follows all Sunriver Resort dress code standards.
• Remains alert, courteous and helpful to the guests and colleagues at all times
• Performs duties to our property standards
• Performs other duties as assigned

• High school diploma or equivalent
• At least one year customer service experience preferred
• Must be a United States citizen or possess a valid work permit
• Must have excellent phone etiquette
• Must be able to read, write and speak English
• Must have strong computer skills
• Must have strong working knowledge of Microsoft Office programs
• Ability to work a flexible schedule that may include evenings, weekends and holidays
• Must be able to stand on feet throughout the shift, with intermittent periods of walking;