Front Desk​/Guest Service Associate

Front Desk / Guest Service Associate

This position is responsible for providing a lasting and engaging phone and in person experience for our guests by booking reservations, confirming reservations, and handling guest concerns.

A day in the life:

• Deescalates upset guests and offers a resolve to their concern when unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource.
• Followed up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.
• Handles confidential information, including guest contact information, with a high degree of integrity
• Books guests' reservations accurately and efficiently while providing an excellent guest experience
• Confirms reservations by calling guests 1-2 days before the guests' reservation
• Identifies new guests and creates new guest profiles by acquiring guests' contact information and explaining center policies, such as the medication and late policy
• Answers guests' questions and provides necessary resources for the guest to find answers in the future.
• Ensures desk area and equipment are clean and in good working order at end of shift.
• Notifies Guest Relations Center Manager of any questions or concerns presented by guest or the team.

What sets you apart:

• Ability to be friendly and engaging on the phone with guests.
• Ability to focus on phone calls in a fast paced environment
• Ability to handle escalated calls with confidence and professionalism.
• Ability to build effective relationships with guests and all levels of professionals; must have good interpersonal skills.
• Ability to prioritize work effectively.
• Strong verbal communication skills.
• Ability to receive constructive feedback from team and management
• Must be able to work well with the team.
• Must be dependable and reliable
• Must have flexibility to meet shift requirements
• Must be a team player and pick up shifts, if needed

Education and experience:

• High school diploma required. 1-3 years of experience in a call center or retail environment preferred

Compensation:

• $15.92 per hour plus bonus and incentives