Dutch Wonderland Inn Guest Experience Agent

Roles & Responsibilities

Greet and interact with guests in a warm, friendly, fun, and professional manner.

Maintain a neat, clean, and professional appearance.

Utilize property management system to make reservations, check-in and check-out guests, process payments, maintain a cash drawer and operate office equipment.

Ensure a smooth check-in and check-out process for guests.

Deliver guest amenities as requested.

Accurately process guest payments while maintaining PCI compliance.

Operate internal communication devices in an efficient and professional manner while answering and transferring calls.

Provide highest level of service by anticipating, listening attentively, and promptly responding to guest requests and complaints.

Partner with housekeeping and/or maintenance to ensure guest requests and complaints are resolved in a timely manner.

Keep the front desk area clean and neat by sanitizing surfaces and office equipment.

Demonstrate a working knowledge of all services and facilities of the property.

Comply with all standard operating procedures.

Accurately document the overnight shift happenings and provide updates to lodging leadership on a routine basis.

Inform guests of events and activities that may be occurring during their visit.

Promptly escalate any maintenance issues or emergencies to the appropriate authorities.

Assist with operating the retail Point-of-Sale (POS) system, as needed.

Requirements

Must be at least 18 years of age to comply with PA Child Labor Laws.

Ability to work flexible schedule, including evenings, weekends, and holidays.

Must have reliable transportation to and from work for your scheduled shift.

Must possess exceptional customer service skills, with an ability to resolve questions, problems, issues, and concerns in a positive and professional manner.

Must possess strong written and verbal communication skills.

Must possess strong attention to detail and problem-solving abilities.

Must be able to accurately use Point of Sale (POS) and/or other cash handling equipment.

Must be proficient in Microsoft Outlook, Excel, Word, and Power Point.

Must be able to follow direction, multi-task, and work as part of a team as well as independently.

Physical Requirements

Ability to stand in place for long periods of time.

Ability to stand, walk, and remain on feet for majority of the workday.

Ability to occasionally stoop, twist, kneel, bend, squat, or reach above shoulders.

Ability to remain sedentary for extended periods of time, while using a computer.

Ability to carry, push, pull, lift, and hold objects weighing up to 20 pounds.

Potential exposure to the variable outside temperatures on occasion, including high heat, cold, direct sun, humidity, dust, rain, snow, ice, and other weather conditions.

Subject to frequent interruptions and may need to reprioritize activities.

Subject to constant repetitive motion.