Guest Service Ambassador
5 days ago
Job Summary:
The Guest Service Agent is a key member of the Arizona Grand Resort & Spa team, responsible for providing exceptional guest service and creating a memorable experience for our guests. As a Guest Service Agent, you will be the first point of contact for our guests, setting the tone for their stay with us.
Key Responsibilities:
- Greet guests with a warm and sincere welcome, using a positive and clear speaking voice to understand their needs.
- Provide guests with information about the resort, local, and statewide activities and attractions, and seek opportunities to create a memorable experience for our guests.
- Check guests in and out, using the Springer Miller system to ensure accurate and efficient processing.
- Assist guests with all inquiries related to check-in and check-out, and provide solutions to any issues that may arise.
- Complete the registration process, inputting and retrieving information from the computer system, and making changes as necessary.
- Verify and swipe credit cards for authorization, and verify a photo ID at check-in.
- Handle cash, make change, and balance an assigned house bank.
- Accept and record vouchers, traveler checks, and other forms of payment.
- Post charges to guest suites and house accounts using the computer.
- Promptly answer the telephone, using positive and clear English communication, and input messages into the computer.
- Retrieve messages, mail, and facsimiles for guests as requested.
- Close guest accounts at the time of check-out, ensuring the guest's stay was enjoyable, and resolving any issues that may have arisen.
- Arrange registration cards and complete bucket check.
- Incorporate the Mystery Shopper Standards into every interaction.
- Assist with both concierge desk and front office functions as requested.
- Answer guest inquiries politely, using a clear speaking voice, and provide thorough and complete information in response to guest inquiries.
- Resolve challenges quickly and efficiently, and provide solutions to any issues that may arise.
- Arrange and confirm recreational, dining, and/or business activities inside and outside the resort.
- Promptly answer phones, using a positive and articulate speaking voice with proper verbiage.
- 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, making copies of fliers, and keeping the desk generally neat and organized.
- Assist the business center after hours, sending and receiving facsimiles, making photocopies, and performing basic computer functions.
- Continuously stay updated in the trends and activities of the tourism industry.
Requirements:
- High school diploma or equivalent preferred.
- Customer service experience required, preferably in the hospitality industry, front desk or concierge.
- Ability to effectively deal with challenging guests, some of whom may require considerable levels of tact and diplomacy to diffuse anger and resolve issues.
- Considerable knowledge of the city and surrounding areas, including ability to provide clear, accurate directions.
- Basic mathematical skills, ability to use a computer and calculator.
- Ability to memorize and perform AAA four diamond standards.
- Positive attitude, behaves ethically, communicates effectively, and exhibits a professional appearance.
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