Guest Experience Bellperson & Concierge

Overview

The Bellperson often provides the first point of contact for guests and is responsible for creating an excellent first impression. They are responsible for greeting guests, assisting with luggage, transporting guests on property, and assisting in creating wonderful Sunriver memories for all guests. The Guest Services Agent I will maintain the AAA Four Diamond standards. The Guest Services Agent I will always conduct themselves in a 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 exemplify 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, using the guest name and maintaining good eye contact with each guest.
• Anticipates guests’ needs, responds promptly, and acknowledges all guests regardless of how busy or what time of day.
• Posted in the lobby when not out on a task.
• Keeps a record of all arriving/departing and in-house guests.
• Provides transportation throughout Sunriver, Mt. Bachelor, and surrounding area as needed.
• Is knowledgeable of all tours and groups.
• Maintains records for all VIPs and special requests.
• Maintains an up‑to‑date working knowledge of all resort amenities as well as any special events.
• Provides accurate directions and resort information to guests.
• Upsells other resort services and amenities to guests, including Destination Delivers.
• Maintains upkeep of all desk resources, including refilling the brochure rack, making copies of flyers when low, and keeping the desk organized and immaculate.
• Arranges bell service for guests.
• Schedules travel arrangements for guests.
• Assists with luggage storage and retrieval.
• Opens car doors for guests.
• Valet parks cars.
• Maintains knowledge of valet parking lot flow.
• Performs special deliveries or errands for guests.
• Delivers automobiles to guests ready to drive; this may require snow removal during the winter season.
• Maintains traffic control, ensuring fire lanes are kept clear.
  
  Provides daily custodial duties for the inside and outside of the main lodge and parking areas.
• Inspects vehicles for damage and documents required repairs.
• Inspects vehicles for operating condition and rectifies any deficiencies (e.g., tire pressure, oil/fuel/water levels).
• Inspects vehicles for cleanliness, inside and out, and rectifies any deficiencies.
• Is capable of performing all the physical requirements outlined below.
• Resolves guest problems.
• Logs all guest issues in HotSOS and provides appropriate follow‑up.
• Maintains constant awareness of safety issues (e.g., broken glass, frayed electrical cords, leaks, broken locks, suspicious persons) and reports all safety incidents to the on‑duty supervisor.
• Performs concierge, front desk, and PBX duties as needed.

• High school diploma or equivalent.
• Prior hospitality experience preferred.
• At least one year of customer service experience preferred.
• Valid driver’s license.
• Must be a United States citizen or possess a valid work permit.
• Excellent phone etiquette.
• Ability to read, write, and speak English.
• Strong computer skills.
• Strong working knowledge of Microsoft Office programs.
• Professional appearance and demeanor.
• Commitment to a teamwork environment.
• 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.
• Must be able to lift, carry, push, and pull up to 50 lbs.