07/15/2021
POSITION: Guest Services
REPORTS TO: General Manager
The Guest Service Associate conducts all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. The Guest Service Associate is the primary point of contact for resort guests both before arrival and during their stay. This position is critical to guests’ satisfaction and requires passion for interacting with people and thoughtfulness in taking care of their requests. Additionally, the Guest Service Associate aids in maintaining the cleanliness standards in all public spaces.
ESSENTIAL FUNCTIONS
• Greet guests upon arrival, orient guests to the resort, thank guests for staying upon departure.
• Check-in and check-out daily guest arrivals and departures in resort computer system; secure appropriate payment
• Answer phone lines (both internal and external)
• Process direct reservation requests, changes, and cancellations; secure appropriate advanced deposit.
• Respond to guest requests both prior to and during stay
• Follow all cashier, reporting, and house bank policies and procedures
• Become familiar with local area and assist guests with recommendations and bookings of activities, restaurant reservations, and other special requests
• Report all maintenance concerns such as; lights, plumbing or electrical problems.
• Maintain all equipment and keep in clean and good working condition.
• Perform general cleaning of hotel grounds and public areas
• Work in laundry to include washing, drying, and folding of bed linens and towels
• Any other duties as assigned or requested by management to ensure the success of the operation.