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Guest Services Agent

3 months ago

Kissimmee, United States Give Kids The World Full time
Job Details

Job Location
Give Kids The World - Kissimmee, FL

Position Type
Full Time

Job Shift
Any

Description

SUMMARY OF OVERALL PURPOSE

The Guest Services Agent/PBX is a point of contact for guests in servicing any needs related to their Give Kids The World vacation.

KEY ACCOUNTABILITIES

Guest Assistance
  • Answer guest questions regarding the Village, tickets, area attractions, transportation, etc. in a helpful and informative manner, and transfer to appropriate department as needed.
  • Assist with guest transportation needs by answering questions on rentals and arranging shuttles.
  • Communicate with appropriate departments regarding safety and cleanliness,and submit Nuvola requests in a timely fashion.
  • Support communication with all departments regarding any guest service issues, identifying and communicating any and all items needing attention and support.
  • Support Manager On Duty in addressing safety and service incidents.
  • Ensure delivery of excellent customer service through fast and accurate processing of request, communication and coordinating with other departments to resolve.
  • Welcome each family with a warm and inviting greeting.
  • Engage in the families Village experience to assist in making it memorable.
Guest Arrivals and Departures
  • Exceed guest expectations by providing a consistent, efficient and courteous arrival and departure experience.
  • Assign villas to ensure families are placed quickly, working with Housekeeping Department to ensure readiness.
  • Coordinate with Support Services to ensure supplies are promptly delivered.
  • Coordinate/conduct orientations
Administrative Support
  • Coordinate the completion of family documents to ensure accuracy and completion.
  • Maintain accurate ticket logs.
  • Monitor supplies and coordinate with Housekeeping and Support Services Departments to ensure appropriate inventory.
  • Complete shift report daily.
  • Prepare guest welcome bags, check-in and check-out documents.
  • Update Raven as appropriate in a timely fashion.
Welcome Back Families
  • Ensure all required paperwork is completed.
  • Verify and sign in guests.
  • Distribute vouchers and star information.
Back-Up
  • Assist in Media Center as requested.
  • Assist in PBX as requested.
All other duties as assigned

PHYSICAL DEMANDS OUTSIDE NORMAL WORK ENVIRONMENT:
  • Ability to lift and move boxes, cartons, and/or medical equipment and/or luggage weighing up to 50 lbs.
  • Ability to stand for extended periods of time
  • Ability to work flexible schedule including nights, weekends and holidays.
Qualifications

SKILLS, COMPETENCIES, EDUCATION AND EXPERIENCE
  • Proven experience to delivery exceptional customer service.
  • Ability to speak and write English clearly & articulately with a positive, professional & pleasant manner.
  • Demonstrated ability to maintain multiple priorities and ability to adapt quickly and easily to a changing environment.
  • Ability to work with all types of individuals, including: guests, co-workers, volunteers, vendors and leaders.
  • Must be able to use creative problem solving skills and demonstrate decisiveness.
  • Proficient in PC skills including Microsoft Office (Outlook, Word, Excel.)
  • Ability to operate a motorized vehicle, including battery-operated golf cart.
  • Valid driver's license and clean driving record.
  • Must meet acceptable attendance and punctuality requirements, which are essential functions for the position.
  • High School Diploma.
  • At least 1+ years of previous hospitality.
  • Experience with proprietary Raven system, preferred.
  • Bilingual English/Spanish/French, preferred.