Guest Services Coordinator

2 months ago

Newport Beach, California, United States Balboa Bay Resort & Club Full time
Job Overview

Position Level
Entry Level

Location
Balboa Bay Resort & Club

Employment Type
Full-Time

Compensation
$23.37 per hour

Work Schedule
Day Shift

Job Category
Administrative Support

Position Summary:
As a vital member of our team, the Club Front Desk Associate serves as the primary point of contact for members and guests. This role encompasses a variety of responsibilities including managing inquiries, facilitating reservations, and assisting with member services. The ideal candidate will exhibit exceptional customer service skills, ensuring a welcoming atmosphere while addressing member needs effectively. The position involves promoting club amenities and events, resolving member concerns, and maintaining accurate records in our system.

Key Responsibilities:
  1. Greet members and guests warmly, whether in person or via phone, providing them with information about club facilities and local attractions.
  2. Handle special requests, including locating unique items and arranging personalized services, all within club guidelines.
  3. Manage the issuance of recreational equipment, ensuring accurate billing and tracking.
  4. Stay informed about club activities and events, guiding members to various locations within the facility.
  5. Effectively communicate with both internal and external clients, employing patience and diplomacy to resolve any issues.
  6. Conduct all member account transactions in accordance with club procedures, ensuring accuracy in billing and payments.
  7. Address member complaints within your authority, escalating issues to management when necessary.
  8. Report any safety concerns or unusual occurrences to management promptly.
  9. Adhere to all safety protocols and maintain compliance with club policies regarding hazardous materials.
  10. Maintain punctuality and regular attendance as a critical function of the role.

Additional Responsibilities:
  1. Stay updated on club and resort events to provide accurate information to members.
  2. Utilize communication devices as needed for coordination with team members.
  3. Review member arrival details and daily activities to anticipate inquiries and offer assistance.
  4. Enhance job knowledge through participation in training sessions.
  5. Monitor member satisfaction and work towards improving overall experiences.
  6. Notify management of any maintenance needs or unsafe conditions.

Qualifications:
  1. High school diploma or equivalent experience.
  2. Minimum of one year in guest relations or a similar role.
  3. Strong communication skills and a professional demeanor are essential.
  4. Basic math skills for handling transactions accurately.
  5. Proficient in computer usage for data entry and information retrieval.
  6. Attention to detail and problem-solving abilities are crucial.
  7. Fluency in English is required; additional language skills are a plus.
  8. Ability to work independently and collaboratively within a team.
  9. Flexibility to work varying schedules, including weekends and holidays.
  10. Commitment to maintaining a professional appearance and conduct.

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