Guest Services Advisor

6 days ago

Daniels, United States Pyramid Global Hospitality Full time
Property

About Us

Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships.

Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers.

Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences.

Check out this video for more information on our great company

Location Description

Welcome to The Resort at Glade Springs, a distinguished property in the Pyramid Global Hospitality portfolio, located in the scenic beauty of West Virginia. Our resort features 200 guest rooms and an impressive 21,590 sq ft of meeting space, and a one-of-a-kind golf course stretching over 7,121 yards, providing a perfect blend of luxury and functionality.

At The Resort at Glade Springs, we pride ourselves on delivering exceptional service and creating unforgettable experiences for our guests. As a member of our team, you'll work in a dynamic and supportive environment surrounded by natural beauty. We offer a wide range of positions across various departments, including guest services, food and beverage, housekeeping, spa and wellness, sales and marketing, and more.

Joining our team means becoming part of a close-knit community that values teamwork, professionalism, and a passion for delivering outstanding service. We provide comprehensive training programs to ensure our employees have the skills and knowledge needed to excel in their roles. If you are a dedicated and enthusiastic individual with a passion for hospitality, we invite you to explore the exciting career opportunities available at The Resort at Glade Springs. Take the first step towards a rewarding career by applying today.

Overview

POSITION SUMMARY:

Represents the resort to the guest throughout all stages of the guest's stay. Determines a guest's reservations status and identifies how long the guest will stay. Helps guests complete registration cards and then assigns rooms accommodating the special requests whenever possible. Verifies the guest's method of payment and follows established credit-checking procedures. Works closely with the housekeeping department in keeping room status reports up to date. Must be sales-minded. Present options and alternatives to guests and offers assistance in making choices. Knows the location and types of available rooms as well as the activities and services of the property.

ESSENTIAL JOB FUNCTIONS: Essential duties and responsibilities include the following:
  • Greets, assigns and registers guest rooms, accommodate special requests whenever possible.
  • Stay up-to-date on room rates, packages, discounts and how to handle each, as well as how each relates to other departments.
  • Possess and develop a thorough knowledge of the room locations, types of accommodations available.
  • Develop detailed knowledge about the resort staff, services and hours of operation in all departments of the resort.
  • Promptly notify housekeeping of late checkouts, early check-ins and special requests.
  • Know cancellation procedures.
  • Develop a thorough knowledge of the computer system.
  • Handle guest checkouts efficiently and in a friendly professional manner while maintaining the established service standards.
  • Know cash handling procedures.
  • Use proper telephone etiquette and follow established standards for answering all phones.
  • Read and initial memorandums to keep updated on all current information.
  • Report any unusual occurrences and/or requests to management.
  • Know safety and emergency procedures and how to act upon them.
  • Maintain the cleanliness and neatness of the front office area.
  • Utilize free time cleaning and straightening work areas.
  • Maintain exceptional personal appearance at all times. Wear the uniform assigned by management including name badge.
  • Know who to contact to assist guests for each departmental need.
  • Develop a good knowledge of the resort to assist guests in finding restaurants, golf courses, spa, etc.
  • Be aware of the surrounding area to assist guests in finding such off property needs as banking, food stores, rental car agencies, gas stations, churches, etc...
  • Able to work varied schedule including nights, weekends and holidays.
  • Able to stand for long periods of time.
  • Abide by all rules and regulations set forth by the management of the resort and work in a friendly manner with all resort guests/associates, etc.
  • Respond positively to supervisory training and development.
  • Must be well mannered, display a smile at all times, greet guests and associates when encountered, show appreciation to the guests for being at the resort, show willingness to help guests and associates at all times.
  • Use all forms, logs and reports provided to help perform and record assigned tasks.
  • Make incoming reservation calls to established standards.
  • Make activity reservations to established standards.
  • Attend scheduled training seminars and department meetings.
  • Regular and reliable attendance.
  • Incorporates safe work practices in job performance.
  • Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.
  • Maintains a favorable working relationship with all other company associates and purveyors to promote a cooperative and harmonious working climate, which will be conducive to maximum employee morale, productivity, efficiency and effectiveness.
  • Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objectives of the position.
  • Maintains a professional standard at Glade Springs to include but not limited to: appearance, verbal discussions, written correspondence and interactions with members, associates and guests. Does not discuss confidential items with fellow associates or work related issues with members or guests.
  • Other tasks as assigned by the Front Office Manager.
Qualifications

Qualification Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Individual must possess outstanding customer service skills.

Education and/or Experience:

High school diploma or equivalent. Must be able to read, write and speak English. Prior experience at a hotel front desk preferred. Computer experience including Word and Excel preferred.

Language Skills:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customer or associates of organization.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts and percentages. Ability to apply concepts of basic mathematics.

Reasoning Ability: Ability to apply commonsense understanding to carry out instructions in written, oral or diagram form. Must possess the ability to deal with problems involving several variables in standardized situations.

Physical Abilities: The physical abilities described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Average physical mobility, which may include moving from place to place in all areas of the Resort.
  • Average physical agility, which includes standing, sitting, stooping, bending, squatting, reaching, seeing, carrying, hearing, talking, thinking, and learning regarding the job. This position is a standing position.
  • Average physical strength to handle office materials and tools.
  • Average physical strength to handle less than 20 pound objects.
  • Average dexterity of hands and fingers.
  • Average coordination, including eye-hand, hand-foot.
  • Average to high endurance.
  • High concentration/intensity.

High complexity of decision making.

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