Guest Service Agent - Grande

Job Title: Guest Service Agent
Reports To: Front Office Manager or Director of Front Office Operations
Department: Rooms
FLSA Status: Hourly/Non-Exempt
Supervises: None
Overview: Responsible for the daily operations of the Front Desk. 

Responsibilities

• All employees must provide excellent customer service to our guests
• Employees must treat each other with courtesy and respect
• While working employees must follow all company policies and procedures
• Employees must obey all state and federal laws
• Behavior while on the job must be in accordance with the Code of Ethics and Standards of Conduct for all employees
• It is imperative to be on time and ready for work at the start of the assigned shift

Duties

• Provide excellent customer service to guests and other team members
• Make sound judgments and anticipate issues and opportunities
• Handle comments, complaints, and concerns with a high level of efficiency and in the best interest of the guest
• Work closely with all other departments to ensure prompt service and overall guest satisfaction
• Ensure that guests’ special needs are met
• Greet arriving/departing guests in a professional and pleasant manner
• Be knowledgeable of daily functions or activities occurring at the lodge/hotel and in the Denali area in order to familiarize guests and answer their questions
• Works closely with and facilitate information between Front Desk staff, Housekeeping staff, Bell staff, and Food and Beverage staff to assure that guest needs and information are communicated effectively
• Serves as the central information center for all lodge operations
• Accounts for monies collected and goods sold.  Perform basic accounting and cash handling procedures
• Reconcile guest folios ensuring all charges are correct and accurate
• Responsible for obtaining valid form of payment upon arrival
• Keep work area and Front Desk area clean, neat, and organized
• Coordinates all bag pulls with Front Desk, Bell staff, Group Desk, and Tour Directors, documenting the time on the bag pull sheets
• Ensure bag pull times are correctly spaced with none overlapping
• Inform Supervisor of additional needs required to carry out duties

• Monitor lobbies for cleanliness and remove trash as necessary

• Responsible for assisting guests with reservations, check-in, check-out, and general requests
• Keep all Front Desk reports current
• Perform wake up calls and answer guest questions
• Provide housekeeping with an accurate list of check-outs, stay-overs, and early arrivals
• Inform Guest Services of transportation needs

• Responsible for answering phones, assisting guests with reservations, and answering questions
• Provide thorough notes and accurate data entry
• Run end of shift reports
• Relay important messages/maintenance requests/guest requests to the appropriate department
• Obtain goals set by the Front Desk Manager
• Other duties as assigned

Requirements

• Experience working in the tourism/hospitality industry
• Previous customer service experience
• Effective communication skills and a high sense of integrity
• Must be a “people person” who thrives on public contact
• Communicate in a positive manner via phone, fax, and email with guests, coworkers, potential customers, travel agents, tour directors, and tour operators
• Possess time management skills, the ability to multi-tasks and work efficiently under pressure
• Computer and cash handling skills
• Familiarity with basic office equipment operation
• Be an assertive, confident decision maker and problem solver
• The ability to work independently as well as part of  a team, with various personalities and cultures, and with a positive attitude
• Self-motivated, detail oriented and a positive customer service attitude
• Possess time management skills with the ability to multi-task and work efficiently under pressure
• Ability to stand 8 hours
• Work approximately 40-48 hours per week
• Willing to work long hours, various shifts, split shifts, and on holidays and weekends
• Able to make sound judgments and anticipate problems
• Ability to lift fifty pounds, Requires bending, lifting, folding, and stair climbing
• CPR and/or First Aid training desirable

Uniform

• Shirts and name tag will be provided  
• Employee needs to provide black pants (not jeans), black closed-toe non-slip shoes, black socks, and a black belt
• Employee is responsible to wash and iron the uniform
• Employee must look sharp and  be clean upon arrival to shift