Guest Services Agent

Key Responsibilities

• Welcome guests upon arrival, efficiently manage the arrival process, and provide them with relevant information about the resort's amenities and services.
• During departure, handle billing procedures accurately and bid farewell to departing guests.
• Respond promptly and courteously to guest inquiries, requests, and concerns.
• As a subject matter expert, offer helpful information about resort facilities, local attractions, and transportation options to enhance the guest's overall experience.
• Assist guests with making or modifying reservations, ensuring accurate room availability, rates, and preferences. Collaborate with the reservations and sales teams to maximize occupancy and revenue.
• Address guest complaints and concerns in a professional and empathetic manner. Strive to resolve issues promptly and escalate matters to supervisors or management when necessary.
• Provide anticipatory concierge services, including making dining reservations, arranging transportation, and organizing local activities based on guest preferences.
• Engage in ongoing training and professional development to enhance knowledge of resort services, local attractions, and customer service skills.
• Handle cash, credit card transactions, and other forms of payment accurately and securely, following established resort procedures.
• Adhere to resort security and emergency procedures, ensuring a safe environment for guests and colleagues.
• Work alongside security at the resort entry gates to greet guests and process their arrival.
• Absorb guests to their units with luggage as needed upon request.

Education, Skills, And Experience

• A high school diploma or equivalent is required.
• Additional education in hospitality management or a related field is an advantage.
• Excellent communication and interpersonal skills.
• A strong customer service orientation with a friendly and helpful demeanor.
• An attention to detail and accuracy in handling reservations and guest information.
• The ability to handle multiple tasks and work efficiently in a fast-paced environment.
• Proficiency in using resort management software and basic computer applications.
• Prior experience in a customer service role, preferably in the hospitality industry, is an advantage.
• Familiarity with resort reservation systems and front desk operations is beneficial.
• The ability to work weekends, holidays, overtime, and rotating schedules.

Physical Requirements

• Able to safely lift, pull and push up to 50 pounds.
• Able to stand, walk, stoop, kneel, bend, and reach periodically.
• Visually look at a computer for extended periods.
• Able to sit and use the computer for hours at a time.
• Subject to environmental conditions, work activities can occur inside and outside.
• Repetitive hand motions, such as typing.

Our Work Culture & Environment

We promote a work environment where Team Members thrive in a dynamic, fast-paced environment, bring curiosity and dedication to deliver remarkable service, and have a sense of humor to enjoy the journey. We create a work culture that is inclusive, team-focused, committed to Evermore’s core values—Easy on Purpose, Unexpected Delight, and Service Savvy—and fosters a culture built on TOGETHERNESS.

EEO/M/F/D/V

We are committed to acting with integrity, striving for the extraordinary, and recognizing that our greatest success comes when we succeed together. We offer our Team Members competitive pay, along with a range of benefits including FREE Life Insurance, FREE Short-Term Disability, FREE Long-Term Disability. Additionally, we provide affordable health benefits, including Medical, Dental, and Vision coverage for your dependents. Furthermore, we offer a 401K with employer match, a robust paid time off policy, parental and grandparent leave, as well as family and pet bereavement leave. We also have unique policies in support of our team and significant relationships in their lives.