Guest Services Agent

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JOB DESCRIPTION SUMMARY

The Guest Services Agent represents SDC Properties, serving as the initial contact for owners and guests as they check in the property. The position is responsible for providing general information and appropriately directing guests and owners’ incoming telephone calls. The position provides first class customer service and guest relations.

 

DUTIES AND RESPONSIBILITIES

  • Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet SDC Properties’ high standards of quality.
  • Complete tasks in a friendly, courteous, helpful, timely, and professional manner resulting in a very high level of guest satisfaction.
  • Obtain a valid method of payment from each guest prior to issuing a room key according to established procedures.
  • Responsible for daily cash management, e.g., ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift.
  • Maintain a daily accounting of cash monies and ticket inventory.
  • Prepare all necessary check in and check out materials for Guest Services operation.
  • Manage phone activity including providing general knowledge and information to callers.
  • Manage walk-in traffic and respond to guest inquiries.
  • Resolve guest complaints within scope of authority; otherwise refer the matter to management.
  • Work with AGM and Front Desk Supervisors to establish and maintain an efficient and accurate Front Desk operation.
  • Become proficient on CRMS and its necessary reporting functions.
  • Provide administrative support to management.
  • Coordinate with Maintenance and Housekeeping regarding the completion of requests/work orders from guests in a timely fashion. Follow up with guests.
  • Assist guests and owners with questions and provide friendly and accurate information about the greater Williamsburg area.
  • Exhibit a positive attitude, friendly and professional appearance and demeanor to all guests, e.g., smile and make eye contact, friendly interaction.
  • Maintain common areas of the Aquatic Center; assist in cleaning of the Aquatic Center facilities as needed.
  • Follow established policies and procedures, e.g. uniform standards.
  • Enforce a high standard of service excellence and seek to achieve a 4.7 or higher rating on RCI standards
  • Maintain knowledge of activities programs and assist as needed.
  • Assist other departments as needed.
  • Distribute pool towels as needed.
  • Perform additional or different duties, from those set forth above, to address business needs and changing business practices as assigned by supervisor

 

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

  • High School Diploma or GED (Significant related experience may substitute for education)
  • Basic knowledge of vacation ownership and travel exchange companies.
  • Basic knowledge of timeshare operations.
  • Demonstrated knowledge of computers and their various software applications required.
  • Ability to communicate effectively, both verbally and in writing.
  • Ability to establish and maintain effective working relationships with peers, employees, and management.
  • Ability to exhibit excellent guest relations skills.
  • Ability to deal effectively with conflict and manage difficult guest relation situations.
  • Ability to assist and support others using tact, patience and courtesy.
  • Ability to multi-task and effectively perform duties.
  • Ability to accept new and changing responsibilities.
  • Primary functions require sufficient physical ability and mobility to work in a Guest Services setting.
  • Stand for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist.
  • Lift, carry, push, and/or pull up to 40 pounds of weight.
  • Operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard.
  • Verbally communicate information.

 

BENEFITS

  • Weekly Pay and Direct Deposit
  • Health Insurance (Medical/Vision/Dental)
  • Company-Paid Life Insurance
  • Paid Time Off (PTO) Program
  • Paid Vacation and Holiday Pay
  • 401 (K) Retirement Plan with a Company Match (based on eligibility)
  • Employee Wellness Programs, including Employee Health Fairs and RALLY.
  • Fitness Center Reimbursement
  • Ongoing Professional Development Opportunities
  • Employee Family & Friends Discounted Stays
  • Various Employee Discounts (Local Businesses and National Retailers)
  • Employee Recognition and Appreciation Events (Annual Employee Picnic & Holiday Party)
  • Company-Supplied Uniforms and Equipment (Applicable Positions)
  • Flexible Work Schedules

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