Guest Services Representative

6 hours ago


Sedona, Arizona, United States Enchantment Group Management Company LLC Full time
Job Summary

Enchantment Resort is seeking a highly motivated and customer-focused Guest Services Agent to join our team. As a key member of our front desk team, you will be responsible for providing exceptional service to our guests, ensuring their stay is memorable and enjoyable.

Key Responsibilities:

  1. Represent the resort to guests throughout their stay, ensuring a seamless and personalized experience.
  2. Maintain a high level of customer service, adhering to AAA, Coyle, and Resort Standards.
  3. Efficiently check-in and check-out guests, ensuring timely and accurate processing.
  4. Direct guest requests and issues to the proper departments, following through to ensure resolution.
  5. Resolve guest issues and log complaints in Visual One, providing detailed information.
  6. Report unusual occurrences or requests to the Front Desk Manager, Director of Rooms, or Managing Director.
  7. Obtain credit card signatures with full authorization for guests' stays.
  8. Maintain the bank, including making change and posting cash payments.
  9. Inform guests of debit card policies.
  10. Understand and adhere to proper credit, check cashing, and accounting policies and procedures.
  11. Post additional charges to guest accounts during and after their stay.
  12. Research to bill guests correctly, including faxes, tours, laundry, allocations, VIP packages, etc.
  13. Know room types, locations, and rates to upsell upon arrival.
  14. Use suggestive selling techniques to upsell rooms and promote other services at the resort.
  15. Work closely with the Housekeeping department to ensure room availability.
  16. Track and note early arrivals, late departures, room moves, VIPs, and repeat guests, as well as special requests.
  17. Maintain key control and key security for all guests.
  18. Follow procedures for issuing and closing safe deposit boxes used by guests.
  19. Ensure mini bar procedures are followed, including key security, final day postings, and reconciliation.
  20. Use proper mail, package, and message handling procedures; log mail as necessary.
  21. Read the log book and/or emails daily and complete any requests.
  22. Possess knowledge of daily activities, group events, site inspections, etc.
  23. Assist Reservations and Concierge during closure and rush hours.
  24. Know all safety and emergency procedures, including accident prevention policies and power outage procedures.
  25. Assist with phone coverage and answer calls within three rings and with a proper greeting.
  26. Communicate professionally when dealing with 911 dispatch and dispatching security to the appropriate area.
  27. Complete daily call and wake-up call logs and follow through as required.
  28. Conduct proper room assignments to assure guest satisfaction (upgrades, special requests, special billing, etc.).
  29. Other duties as assigned.


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