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Guest Services Specialist

2 months ago

Colorado Springs, Colorado, United States Garden of the Gods Resort and Club Full time
Job Overview

Role Objective:

The Guest Services Specialist is dedicated to enhancing the experience at the Garden of the Gods Resort and Club by building connections with local vendors and service providers. This role focuses on delivering tailored recommendations to guests and members, coordinating personalized itineraries, and ensuring a seamless stay.

Key Responsibilities:

  • Execute guest service tasks as per established training protocols.
  • Facilitate dining reservations and provide information on hotel amenities.
  • Respond to inquiries via phone and in-person regarding concierge services.
  • Proactively contact guests before their arrival to assist with reservations for dining, spa, golf, wellness, and other requested services.
  • Compile detailed itineraries for guests prior to their arrival.
  • Welcome guests upon their arrival and serve as their primary contact throughout their stay.
  • Support front desk operations and manage incoming calls and reservations.
  • Oversee the VIP program, ensuring that guest-requested amenities are delivered on time.
  • Collaborate with Sales and Membership teams to address daily operational needs.
  • Effectively manage multiple tasks simultaneously while maintaining meticulous records for accuracy.
  • Demonstrate problem-solving skills to navigate challenges and provide solutions.
  • Maintain an updated supply of informational materials such as brochures and maps.
  • Foster relationships with local businesses to secure reservations for guests and club members.
  • Assist with bookings for resort activities and services.
  • Stay informed about local events, attractions, and available services.
  • Adapt work hours based on operational requirements.
  • Deliver exceptional service in line with the organization’s standards and values.
  • Encourage effective communication across departments to ensure cohesive service delivery.

Additional Responsibilities:

  • Welcome every guest, member, and colleague with a positive attitude and high service standards.
  • Provide exceptional service that aligns with the organization's mission.
  • Promote wellness and the organization's core values through all interactions.
  • Uphold the brand's culture, vision, and values consistently.
  • Empower yourself to rectify issues promptly when they arise.
  • Ensure guests leave with a positive impression.
  • Address feedback constructively using established communication models.
  • Maintain a professional appearance and prioritize guest needs.
  • Adhere to company policies and safety protocols.

Qualifications:

  1. Essential Skills:
  • Proficient in Microsoft Word and Excel.
  • Able to interpret information and perform basic arithmetic functions.
  • Excellent verbal and written communication skills.
Education and Experience:
  • A high school diploma is required, along with at least six months of relevant experience.
  • Experience in a concierge role or with Clefs D'Or is preferred.
Licenses and Certifications: A valid Driver's License is required.

Communication:

  • Daily: Interact with guests, front desk staff, and various teams within the resort.
  • Weekly: Update management on operational changes and communicate itineraries to guests.
  • Occasionally: Engage in coaching sessions for skill development.

Team Collaboration: This role necessitates ongoing teamwork and communication across departments.

Work Environment: The position may involve working indoors and outdoors, adapting to various weather conditions as needed.