Guest Services Representative
2 weeks ago
The Guest Services Representative serves as the initial point of contact for visitors. This role is crucial in delivering exceptional customer service. The Representative must be equipped to address a range of inquiries from guests regarding the amenities and activities available at the facility (e.g., membership options, event schedules, and various services). Additionally, the Representative conducts property tours and ensures adherence to the facility's guidelines and regulations. This position reports directly to the Membership Director, Business Development Director, or Assistant General Manager, depending on the organizational hierarchy.
KEY RESPONSIBILITIES
- Welcome guests and provide comprehensive information about the amenities and activities available
- Deliver friendly and professional service to all patrons
- Address guest concerns independently or with the help of supervisory staff
- Facilitate the registration process for services and activities
- Handle transactions in accordance with standard operating procedures
- Maintain an accurate cash drawer following property guidelines
- Complete and submit shift reports as per property standards
- Process and file necessary waivers for activity participation
- Utilize front desk technology effectively (e.g., multi-line phone systems, barcode scanners, etc.)
- Perform additional tasks as assigned by supervisory personnel or management
- Maintain confidentiality regarding guest information
- Exhibit strong verbal communication abilities
- Demonstrate professionalism in appearance and interactions
- Possess strong attention to detail and organizational skills
- Ability to remain composed in a fast-paced, high-pressure environment
- Capability to manage multiple tasks simultaneously
- Remain calm and professional during emergencies
- Availability to work evenings, weekends, and holidays as needed
Education and Experience: No prior experience is necessary; however, experience in customer-facing roles is preferred.
Language Skills: Proficiency in English is required; additional language skills are a plus.
Mathematical Skills: Ability to accurately calculate payment amounts and change, with or without technology.
Computer Skills: Proficient use of a Windows-based workstation and associated equipment is essential.
PHYSICAL DEMANDS:
Standing: Constantly (>66%)
Sitting: Frequently (33-66%)
Walking/Running: Occasionally (
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