Guest Services Associate

Job Description Non Exempt Position Title Guest Services Associate Front Office Reports To Front Desk Manager FLSA Status Non Exempt Purpose The Guest Services Associate represents the first point of contact with our guests and handles all stages of their stay Principal Duties and Responsibilities 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 inout 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 guests 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

Blocks

RCI points for unpaid accounts

Manages

RCI banking membership changes and cancellations

All other duties as assigned by management

General Statement Performs the job assigned complying with Company policies and procedures business code of ethics FLSA regulations and all applicable laws as well as ensuring confidentiality reliability quality and productivity

Job Requirements 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