Resort Services Agent

About the role

The Big Cedar Resort Services Agent is responsible for the operational duties of the Resort Services department, ensuring all guest service standards are achieved at the highest level of guest relations and customer service.

Responsibilities

• Provide quality work and complete assignments thoroughly, accurately, and on time.
• Maintain the skills required to perform job duties and multitask in a fast-paced environment while maintaining a positive demeanor.
• Uphold a professional appearance, demeanor, and reputation.
• Adhere to, promote, and enforce all guest service policies and procedures established within the Big Cedar Lodge Service Standards.
• Serve as an ambassador for Big Cedar Lodge by providing genuine Ozark Hospitality in every guest and associate interaction.
• Foster partnership across the company to streamline communications and understand role impacts.
• Answer calls promptly and professionally, routing calls and messages accurately to appropriate departments or individuals.
• Stay updated on company policies and offerings, providing guests with accurate information about services, amenities, and local attractions.
• Handle guest complaints or concerns with empathy, efficiency, and confidentiality, escalating issues when necessary while maintaining guest satisfaction.
• Perform all other duties as assigned.

Requirements

• High School Diploma or equivalent (minimum).
• 2+ years of experience in hospitality telephone communications preferred.
• Strong employee relations experience.

Skills

• Writing: Communicate effectively in writing for the audience's needs.
• Basic Computer Skills: Proficiency in Microsoft Office (Outlook, Word, Modern Workplace, Excel) and ability to learn systems like HotSOS, Stay, Flybook, and Google Forms.
• Reading Comprehension: Understand written sentences and paragraphs in work-related documents.
• Oral Comprehension: Listen to and understand information presented through spoken words and sentences.
• Analytical/Critical Thinking: Gather and organize information logically, recognize patterns, and draw conclusions from complex data.
• Customer and Personal Service: Knowledge of principles for providing high-quality customer service, including needs assessment and satisfaction evaluation.
• Follow instructions with a sense of urgency and work in a team-oriented environment focused on guest satisfaction.
• Attention to detail and self-motivation.
• Ability to work flexible schedules/shifts for a 7-day operation.
• Effectively work with internal and external guests, demonstrating patience, tact, and diplomacy to resolve conflicts.

Physical Requirements

• Regularly sits and performs computer work.
• Occasionally walks and stands.
• Seldom/never lifts up to 50 lbs.

Benefits

• Discounts on retail merchandise, restaurants, world-class resorts, and conservation attractions.
• Medical, dental, and vision coverage.
• Health Savings Account (HSA) and Flexible Spending Account (FSA).
• Voluntary benefits.
• 401k Retirement Savings Plan.
• Paid holidays, vacation, and sick time.
• Bass Pro Cares Fund.
• Additional benefits available.