Guest Service Representative

2 weeks ago

Phoenix, Arizona, United States Arizona Grand Resort & Spa Full time
Job Summary

We are seeking a highly skilled Guest Service Agent to join our team at Arizona Grand Resort & Spa. As a Guest Service Agent, you will be responsible for providing exceptional guest service and ensuring a memorable experience for our guests.

Key Responsibilities
  • Provide friendly and efficient guest check-in and check-out service at the front desk.
  • Offer guests information about resort activities and attractions and seek opportunities to create a memorable experience.
  • Assist guests with inquiries related to check-in and check-out.
  • Complete the registration process by inputting and retrieving information from a computer system.
  • Verify and swipe credit cards for authorization and verify photo ID at check-in.
  • Handle cash, make change, and balance an assigned house bank.
  • Post charges to guest suites and house accounts using the computer.
  • Promptly answer the telephone using positive and clear English communication.
  • Input messages into the computer and retrieve messages, mail, and facsimiles for guests as requested.
  • Close guest accounts at the time of check-out and ensure the guest's stay was enjoyable.
  • Arrange registration cards and complete bucket check.
  • Incorporate Mystery Shopper Standards into every interaction.
  • Assist with concierge desk and front office functions as requested.
  • Answer guest inquiries politely and provide thorough and complete information in response to guest inquiries.
  • Arrange and confirm recreational, dining, and/or business activities inside and outside the resort.
  • Promptly answer phones using a positive and articulate speaking voice.
  • Keep detailed and accurate records of all guest interactions and requests through daily paperwork and log sheets.
  • Deliver guest mail and packages as necessary.
  • Maintain desk resources, including refilling brochure racks and keeping the desk neat and organized.
  • Assist the business center after hours by sending and receiving facsimiles, making photocopies, and performing basic computer functions.
Requirements
  • High school diploma or equivalent preferred.
  • Customer service experience required, preferably in the hospitality industry.
  • Ability to effectively deal with challenging guests and provide clear, accurate directions.
  • Basic mathematical skills and ability to use a computer and calculator.
  • Ability to memorize and perform AAA four diamond standards.

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