Guest Services Agent

About the role

We are seeking a highly motivated and customer-focused individual to join our team as a Hospitality Specialist. As a Hospitality Specialist, you will play a vital role in ensuring exceptional customer service experience for our guests. You will be responsible for providing a warm and welcoming environment, addressing guest needs, and ensuring their satisfaction throughout their stay.

Responsibilities

• Responsible for the efficient and courteous operations of the front desk.
• Responsible for checking guests in/out.
• Collect balances, post appropriate room charges, make reservations, make room moves, and stay-over requests for guests as needed to ensure guest satisfaction.
• Check online travel agents for rental inbound.
• Run reports and correct errors before guest check-in.
• Prepare night audit daily, and respond to any online reviews.
• Answers and transfers call from the switchboard using proper telephone etiquette.
• Having the ability to answer guest questions about local restaurants and attractions.
• Make courtesy calls and follow-up calls to all guest’s issues.
• Send confirmation letters to owners/guests as needed.
• Make rental calls to notify owners whether their villa has been rented or not.
• Coordinate with all other departments to ensure a smooth response to guest’s requests.
• Process all incoming revenue from all departments daily.
• Open and close the credit card machines and cashier audit reports.
• Balance out cash drawer, process advance deposits when making reservations, and collect money and post transactions from other departments.
• Daily post office and banking runs.
• Perform any other inventory management changes as directed by the supervisor or manager.
• Prepare check-in packets for the upcoming week, order office supplies as needed.
• Enter maintenance and service requests in SPI promptly.
• Block RCI points for unpaid accounts.
• Manage RCI banking, membership changes, and cancellations.
• All other duties as assigned.

Requirements

• High School Diploma/GED preferred

Qualifications

• Prior experience in a hospitality or customer service role preferred
• Computer skills
• Attention to detail
• Excellent customer service skills
• Ability to work under pressure

Benefits

• Competitive Salary
• Paid Time Off and Paid Holidays
• Career Growth
• Medical/Dental with employer contribution
• Voluntary Life Insurance, Disability, and Aflac Insurance
• Company-paid life insurance and long-term disability
• 401(k) retirement plan
• Travel Perks to Resort Locations
• Company Perks Program