Guest Services Representative

4 weeks ago

Mescalero, New Mexico, United States Inn of the Mountain Gods Full time
Position Title: Front Desk Agent

Reports To: Front Desk Manager and Front Desk Supervisor

Supervises: N/A

Summary of Position

The Front Desk Agent plays a crucial role in welcoming and assisting hotel guests, managing check-ins and check-outs, and addressing any inquiries or requests during their stay.

Key Responsibilities and Performance/Behaviors
  • Capability
  • Demonstrates and articulates Hospitality Standards and Performance Expectations.
  • Knows where to source information necessary to fulfill tasks effectively.
  • Exhibits technical skills essential for task completion.
  • Understands and conveys the behavioral values required for successful task execution.
  • Takes initiative in problem-solving and ownership of guest issues.
  • Knows how to seek assistance when necessary to achieve goals.
  • Possesses comprehensive knowledge of Inn of the Mountain Gods products and services.
  • Provides guests with accurate directions and information about the venue. Responds to feedback and complaints promptly and courteously.
  • Performance
  • Meets established performance standards in Key Responsibilities and operational procedures.
  • Adapts to challenges and finds innovative solutions to achieve desired outcomes.
  • Acts independently in the absence of direction to meet guest or internal customer needs.
  • Embraces change and applies skills positively to ensure success.
  • Supports the Quality Goal: "Do it right the first time."
  • Safeguards the property of Inn of the Mountain Gods, ensuring all areas are clean and well-maintained.
  • Proposes improvements to enhance performance.
  • Behavior
  • Exhibits behavior aligned with Inn of the Mountain Gods standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
  • Approaches all tasks with enthusiasm and inspires others to do the same.
  • Maintains a positive demeanor in all situations.
  • Respects the individuality of others and fosters open communication.
  • Speaks positively about guests, colleagues, and the organization in all contexts.
  • Treats everyone with respect and dignity.
  • Service
  • Serves others with dedication.
  • Identifies and communicates the needs of guests effectively.
  • Takes prompt action to meet or exceed guest expectations.
  • Seeks opportunities to enhance service delivery for individuals or the team.
  • Provides assistance beyond job responsibilities when necessary to contribute to the resort's success.
  • Takes responsibility for resolving guest issues until they are fully addressed.
  • Professionalism
  • Adheres to Inn of the Mountain Gods Appearance standards.
  • Upholds the reputation and image of Inn of the Mountain Gods in all situations.
  • Attendance
  • Complies with attendance policies.
  • Notifies supervisors of anticipated absences as early as possible.
  • Required to participate in all Marketing Special Events and Concerts.
  • Communication
  • Provides timely information essential for others' success.
  • Shares critical information with the next shift to ensure continuity.
  • Listens actively to others without interruption and acts on their feedback.
  • Asks clarifying questions to understand others' expectations better.
  • Reports all guest feedback to Supervisor or Manager.
  • Informs Supervisor or Manager of any issues with resort facilities or equipment.
  • Team Work
  • Prioritizes team success over individual achievements.
  • Assists fellow team members without needing to be asked.
  • Takes initiative to resolve conflicts among individuals.
  • Supports other departments in achieving their goals.
  • Shares ideas to enhance team success and guest satisfaction with Supervisor or Manager.
  • Contributes to the overall success of the department and resort.
  • Offers suggestions that promote progress and success during team meetings.
  1. Essential Duties and Responsibilities include the following and are subject to change at management's discretion:
    • Responsible for checking in all guests.
    • Issuing key cards for hotel guests.
    • Possessing knowledge of the hotel and surrounding area.
    • Taking reservations for future guests.
    • Understanding all packages offered at the hotel.
    • Having a working knowledge of basic computer systems.
    • Managing a cash drawer and processing hotel transactions.
    • Maintaining a clean and organized work area at all times.
    • Performing duties efficiently and effectively as needed.
    • Checking out hotel guests.
  • Adheres to all regulatory, departmental, and casino Policies and Procedures and to the Casino Internal Control Structure;
  • Performs other duties as assigned;
  1. Supervisory Responsibilities
  2. Education and/or Experience Requirements
Aligns with Inn of the Mountain Gods Values represented by A-P-A-C-H-E: Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm. Approaches all tasks with enthusiasm and encourages a positive atmosphere among colleagues. Collaborates effectively with team members to achieve event objectives, exemplifying teamwork.
  • High School Diploma or GED; at least one year of experience in a customer service role, with strong communication and computer skills. A friendly and positive attitude towards colleagues and guests is essential.
  1. Physical Demands
The physical demands described here are representative of those that must be met by a team member to successfully perform the essential duties of this position.

While performing the duties of this position, the team member is frequently required to stand, walk, use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, talk or hear. Must be able to use hand-held communication devices. The team member must occasionally lift and/or move up to 50 pounds. The team member must be able to stand for several hours.
  1. Work Environment
The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position.

The noise level in the work environment is loud. The team member will be exposed to a second-hand smoke-filled environment. The team member may be exposed to biohazardous fluids such as blood and other body fluids. The team member may be exposed to hostile environments with guests. May be subject to high-stress environments.

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