Guest Services Associate

The Guest Services Associate represents the first point of contact with our guests and handles all stages of their stay.

• →Responsibilities listed may not apply to all locations
• →Is responsible for the efficient and courteous operation of the front desk
• →Is responsible for checking guests in/out most efficiently and courteously. Collect balances and post appropriate room charges
• →Answers and transfers all calls from the switchboard using proper telephone etiquette
• →Answers guest questions about local restaurants and attractions
• →Makes courtesy calls and follow up calls to all guests’ issues
• →Sends confirmation letters to owners/guests
• →Coordinates with all other departments to ensure a smooth response to guest’s requests
• →Processes all incoming revenue from all departments daily
• →Opens and closes the credit card machines and cashier audit reports
• →Balances out cash drawer, processes advance deposits when making reservations, collects money and posts the transactions from other departments
• →Orders office supplies as needed
• →Prepares night audit daily
• →Enters maintenance and service requests in SPI promptly
• →Makes reservations most courteously and efficiently
• →Makes room moves and stay-over requests for guests as needed to ensure guest satisfaction
• →Runs reports and corrects errors before the guests checkin
• →Performs any other inventory management changes as directed by the supervisor or manager
• →Prepares check-in packets for the upcoming week
• →Makes rental calls to notify owners whether their villa rented or not
• →Responds to online reviews
• →Reconciles rentals for the previous month
• →Checks online travel agents for rental inbounds
• →Makes daily post office and banking runs
• →BlocksRCI points for unpaid accounts
• →ManagesRCI banking, membership changes, and cancellations
• →All other duties as assigned by management

Education, Essential Training / Certifications, and Experience:

• High School Diploma/ GED
• Experience or comparable knowledge in the Resort/Hotel industry; Timeshare knowledge is preferred

Skills, Knowledge, and Abilities:

• Basic computer skills
• Close attention to detail
• Excellent Customer Service skills with the ability to work under pressure
• Bilingual is a plus
• Active listener with the ability to solve problems
• Ability to Work with minimal supervision
• Excellent verbal and written communication skills
• Flexible schedule –Ability to work evenings, holidays and weekends are a must

Shift: Additional hours may be necessary to cover shifts and meet deadlines

• Regular Hours and Weekend

Travel:

• None