Job Title: Guest Service Agent
Pay: $13.00 - $15.00 p/h; based on experience
Location: Crystal River, FL
Reports to: Guest Service Manager
FLSA Status: Non-Exempt
Only candidates that meet the below qualifications will be considered.
Job Summary
Ensures guest satisfaction and revenue optimization through check in, check out, and attentive coordination of hotel services for the guest.
Job Responsibilities
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Check guests in and out in an orderly, efficient manner with a high degree of attention to guest satisfaction, and details of check in/check out process. Assist in all Guest Services areas as needed. Answer guest questions and offer information and assistance related to all aspects of the resort.
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Provide exceptional customer service while acting as an information source for dining, attraction, and shop options on and off property
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Provide resort guests and members the highest level of customer service by operating our computerized reservations and hotel management system with skill and expertise.
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Expedite arrival/departure of guests, while assisting them with their concierge needs.
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Perform a wide range of administrative functions to ensure efficiency of the department
- Monitor last minute reservations and house count. Monitor status of guest accounts. Accurately update information in computer systems as needed (i.e., post charges).
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Follow checklist for required duties and complete in a timely manner. Run and complete reports, i.e., high balance, cash basis, etc.
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Take ownership of all complaints and concerns that occur during shifts following department guidelines, escalating the issue when necessary to next level.
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Read Pass-On log and/or communicate necessary information with other shifts to ensure follow up with all guest queries and/or requests. Deliver messages, packages or amenities for guests.
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When requested, assist in VIP arrival walkthrough and VIP guest property orientation.
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Attend all mandatory meetings.
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Have knowledge of the resort’s daily operations including banquets, meeting room rates, functions of the day and hours of operation.
- Maintain a clean and organized work area and report all unsafe conditions immediately.
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Books guest reservations or coordinates with reservation center.
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Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier’s report, prepares deposit and counts cashier bank.
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Issues, controls and releases guest safe-deposit boxes.
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Provides a professional image at all times through appearance and dress.
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Follows company policies and procedures.
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Other duties may be assigned as business demands.
Qualifications
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Position requires flexibility in scheduling including AM/PM shifts, weekends, and holidays. Overtime may be required based on business needs.
- Must have attention to detail, strong ability to multi-task, and time-management skills
- Customer service experience of at least 1 year is required; luxury resort/hotel experience is a plus
- Must be 18 years of age or older
- Valid Driver’s License is required.
- Must have strong verbal and written communication skills
- Must be proficient in POS systems
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Must possess proficient computer skills, including, but not limited to, Microsoft Word, Outlook and Excel, as well as internet.
Physical Requirements
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Must be able to sit, stand, walk, and run for long periods of time. Must be able to complete repetitive motions throughout shift such as reaching, pushing, pulling, lifting, carrying, etc.
- Must be able to lift up to 15 lbs. on a regular and continuing basis
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice
Plantation on Crystal River is an equal opportunity employer - vets/disability. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement.
If you are interested in applying for employment with Plantation on Crystal River and need special assistance to apply for a posted position, please send an email to hr@KWIResorts.com.