Guest Services Associate Swing

Location: Chelan

Job title:Guest Service Associate 3:00 PM - 11:00 PM

Reports to:Director of Rooms

Classification: Variable hour's part time - health benefits after 1 year and 1456 hours worked.

Pay Range: $18.00 to $21.00 DOE

Campbell's Resort offers its employees a comprehensive benefits package including Aetna Medical, Delta Dental, VSP Vision, USAble Life & Disability, a match 401(K) program as well as vacation time and the accrual of sick leave hours.

Summary: The Front office is the communication hub of the resort;
Guest Service Associates assume the duties of the front desk, reservations, and concierge and an ambassador and representative of Campbell's Resort as the first and last impression on the guest.

Responds to communications from guests, travel agents, and referral networks concerning reservations arriving by telephone, mail, email, or fax. Creates and maintains reservation records and promptly processes any cancellations and modifications.

Must be sales minded. Presents options and alternatives to guests and helps in making choices. Knows the location, layout and types of available rooms, as well as the activities and amenities of the property. Acts as Concierge, being knowledgeable about Chelan. Performs cashiering tasks.

Determines a guest's reservation status and identifies how long the guest will stay. Helps guest complete registration card and assigns room, accommodating special requests whenever possible. Verifies the guest's method of payment and follows established credit-checking procedures. Files guest and room information in the designated places.

Answers incoming calls and directs them to guest rooms through the telephone console or to hotel personnel or departments. Takes and distributes messages for guests, provides information on guest services, and answers inquiries about public or hotel events. Processes guest wake-up calls.

Minimum Requirements:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must possess and be able to maintain for entire shift a positive, upbeat personality with a passion for outstanding customer service.
• Must possess basic computer skills, i.e. Word & Excel. Willingness to learn to use computer systems is required.
• Excellent written and verbal English communication skills, both over the phone and in person.
• High school diploma or equivalent.
• Ability to learn quickly and work in fast paced position with constant guest & staff interaction.
• Must have the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.
• Ability to maintain composure under stress.
• Ability to take direction and contribute to a team atmosphere.
• Must be self-motivated and take initiative to keep busy.
• Ability to create and build rapport with internal and external customers.
• Excellent grooming and personal hygiene.
• Stand, sit or walk for extended periods of time (up to 8 hours)
• Continual bending
• Occasional reaching and stooping
• Occasional lifting, pushing and pulling up to 40 pounds, and carrying loads upstairs.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Essential Functions:

• Abides Campbell's Handbook and Front Office Standards.
• Demonstrate and promote a strong commitment to provide over-the-top hospitality.
• Covers the Front Desk or phones for co-workers to cover breaks.
• Maintains a positive attitude toward guests and co-workers.
• Be a team player, showing enthusiasm while assisting others.
• Be aware of all front office procedures and assist with duties when necessary.
• Assists with team training as needed.
• Participate in department meetings when applicable.
• Participates in department policies and procedure sign offs.
• Reports unusual occurrences or requests to the Director, Assistant Manager or Supervisor right away.
• Clocks in at the beginning of shift on time and ready to go.
• Clocks out at the end of shift.
• Makes coffee for the lobby when applicable and keeps the water container full.
• Answers all incoming calls in a timely manner with a smile, both eager and willing to assist.
• Directs calls to guest rooms, staff or departments through the phone system.
• Receives guest messages and then delivers message(s) to the guest.
• Sets wake-up call.
• Prepares and/or coordinates daily deliveries.
• Utilizes Purple Cloud and/or radio communication with housekeeping and maintenance when necessary and logs every call.
• Checks current status beginning, throughout, and at the end of shift.
• Updates whiteboard throughout day to keep daily status current.
• Sell the value of all property outlets to inquiries (via telephone or in-person) striving to convert them into reservations and occupied rooms.
• Process reservations by telephone, mail, email, or fax efficiently and accurately to ensure the highest guest satisfaction.
• Knows the selling status, rates, and benefits of all packages.
• Knows the cancellation and advance deposit policies of the hotel and how to guarantee each…