Guest Service Agent

1 month ago

Ocala, United States World Equestrian Center Ocala Full time
Guest Service Agents must possess a positive and upbeat personality dedicated to providing exceptional service to our guests. They must excel at multitasking, paying attention to detail, and solving problems to assist both internal and external guests effectively. They strive to achieve the highest levels of guest satisfaction while embodying the World Equestrian Center principles of Quality, Class, and Distinction.

Primary Responsibilities:
  • Assist guests with check-in and check-out processes efficiently and accurately, using their names whenever possible.
  • Verify all postings and charge the guest's credit card accurately during check-out.
  • Oversee reservations by accurately creating, modifying, and canceling them as needed.
  • Pre-block rooms based on reservations and special requests, coordinating with other departments to accommodate guest needs effectively.
  • Handle inquiries, requests, and complaints promptly and professionally, accommodating special requests when possible.
  • Provide information about hotel services, available rooms, rates, amenities, and local attractions.
  • Answer inquiries related to shopping, dining, entertainment, and travel directions.
  • Resolve customer complaints with professionalism and care.
  • Operate phone systems to manage incoming calls, transferring them to the appropriate department or guest room.
  • Oversee guests' communications via Medallia Concierge to ensure a seamless experience.
  • Utilize various computer systems to maintain communication with multiple departments and on-site establishments.
  • Review notes and alerts for guest requests and completed traces.
  • Review guest preference forms and transfer requests or preferences to the PMS (Property Management System).
  • Input service orders for guest amenities, service complaints, and room repairs as necessary.
  • Collect and handle cash payments, ensuring accurate transactions and necessary change.
  • Anticipate guest needs and adapt to a rapidly changing environment.
  • Stay informed about daily events, show times, and hotel happenings to assist guests effectively.
  • Maintain accurate records of guest interactions and transactions for efficient service and follow-up.
  • Ensure that daily checklists are completed to maintain service quality.
  • Follow and adhere to all departmental Standard Operating Procedures (SOPs) to ensure consistent service quality.
This job description in no way states or implies that these are the only duties to be performed by the associate occupying this position. Associates will be required to perform any other job-related duties assigned by their supervisor. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Physical Requirements:

The physical requirements necessary for an associate to successfully perform the essential functions of the position are outlined below. Reasonable accommodation can be made to enable individuals with disabilities to perform the essential functions of the position.
  • Associates must be able to work on foot for up to 8 hours a day.
  • Associates may have to lift up to 50 pounds.
Qualifications, Education, Experience, Skills and Abilities:

Ideal candidate will have:
  • Excellent verbal and written communication abilities.
  • Demonstrated phone etiquette and customer service skills.
  • Ability to work effectively with co-workers within various departments.
  • Strong prioritization and organizational abilities.
  • Exceptional computer skills with the ability to learn various software programs; knowledge of Opera Cloud,
  • Medallia Concierge, and/or HotSOS is preferred.
  • Previous experience in hotel front desk and hospitality is strongly preferred.
  • Must be available to work weekdays, weekends, holidays (morning, afternoon/weekday (and overnight shifts, if needed).

The World Equestrian Center is managed by Columbus Hospitality Management; a company committed to providing quality service and memorable guest experiences in a positive and welcoming work environment. We are focused on supporting the needs of our team through our commitment to the family/work life balance and by providing development opportunities.

We are proud to be a Drug Free Workplace/EOE. All applicants will be required to submit to a background check prior to employment

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