Guest Services Agent

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 :

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