Pool Service Attendant

About the Role

The pool attendant is responsible for offering guests the highest levels of service and hotel knowledge. The role requires enthusiasm, a positive attitude, and a commitment to maintaining the standards outlined in the Biltmore Standards of Operation Procedures (BSOP’s).

Responsibilities

• Provide the highest levels of professionalism and enthusiasm toward guests and co-workers.
• Maintain complete knowledge of pool rules and regulations.
• Assist guests with pool chair covers and towels.
• Set up all nine cabanas in the morning; prepare for same-day sales.
• Greet cabana guests upon arrival with a complimentary bucket of water bottles.
• Complete all assigned opening and closing tasks pertinent to the pool attendant position.
• Adhere consistently to Biltmore policies and procedures as outlined in BSOP’s.
• Assist co-workers in the performance of their responsibilities when necessary.
• Maintain the highest levels of sanitation and safety in the workplace.
• Know the location and requisitioning process for all necessary products and supplies.
• Understand pool chair and cabana seating charts.
• Be familiar with the operating hours of the Cascade restaurant.
• Determine whether individuals are hotel guests or not.
• Adhere to service standards as outlined in BSOP’s.
• Prepare fruit selections on weekends with proper handling of tools.
• Declare earned gratuities in accordance with current governmental requirements.
• Immediately notify a manager in the event of a problem or the perception of a problem.
• Maintain cleanliness of the pool deck and cabanas by picking up food trays, glasses, and debris.
• Maintain the overall appearance of the pool and cabanas, including painting, sweeping, pressure cleaning, relocating chairs, and allocating damaged chairs for repair.

Requirements

• High School Diploma is required.
• Minimum one year of experience in a customer service-related atmosphere is required.

Skills

• Speak, read, write, and understand the English language.
• Provide legible communication and directions.
• Perform job functions with attention to detail, speed, and accuracy.
• Prioritize and organize tasks effectively.
• Think clearly, remain calm, and resolve problems using good judgment.
• Follow directions thoroughly.
• Understand guests’ service needs.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision.
• Maintain confidentiality of guest information and pertinent resort data.
• Work in a dynamic and constantly changing environment.
• Adept at multitasking.

Physical Demands

• Move, lift, carry, push, pull, and place objects weighing up to 25 pounds without assistance.
• Stand, sit, or walk for extended periods or an entire work shift.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Use, carry, and operate all necessary office equipment using finger dexterity.
• Communicate effectively through verbal communication, hearing ability, and visual acuity.
• Work in the sun for extended periods.
• Adapt to moderate temperatures controlled by hotel environmental systems.

Success Criteria

• Team Player: Demonstrates cooperation within the team and with other departments; listens carefully and works well with others; has a positive influence on others and enjoys working with people.
• Guest Focused: Anticipates guests’ needs and is sensitive to people from all cultures; has a natural, warm smile and a friendly, passionate approach; demonstrates confident, helpful, and genuine behavior with guests; delivers exceptional service.
• Delivers Their Best: Exhibits energy and a sense of urgency for work; is resourceful, makes things happen, and looks for ways to work more efficiently; always presents a polished appearance and acts appropriately (e.g., approaching guests, body language, eye contact).
• Composed: Stays calm under pressure; demonstrates maturity and the ability to cope with the unexpected; never lets personal feelings interfere with delivering the highest standards.
• Trustworthy and Responsible: Maintains excellent records of attendance and punctuality; is reliable and demonstrates the ability to work without supervision; upholds a high level of personal integrity, honesty, and trust.
• Time Management: Uses time effectively and efficiently; values time, concentrates efforts on important priorities, and completes tasks promptly.
• Listening: Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when disagreeing.

Grooming: All employees must maintain a neat, clean, and well-groomed appearance per Biltmore standards.