Job Description - Non-Exempt

Position Title: Guest Services Associate– Front Office

Reports To: Front Desk Manager

FLSA Status: Non-Exempt

Purpose

The Guest Services Associate represents the first point of contact with our guests and handles all stages of their stay.

Principal Duties and Responsibilities

Responsibilities listed may not apply to all locations
Is responsible for the efficient and courteous operation of the front desk
Is responsible for checking guests in/out most efficiently and courteously. Collect balances and post appropriate room charges
Answers and transfers all calls from the switchboard using proper telephone etiquette
Answers guest questions about local restaurants and attractions
Makes courtesy calls and follow up calls to all guests’ issues
Sends confirmation letters to owners/guests
Coordinates with all other departments to ensure a smooth response to guest’s requests
Processes all incoming revenue from all departments daily
Opens and closes the credit card machines and cashier audit reports
Balances out cash drawer, processes advance deposits when making reservations, collects money and posts the transactions from other departments
Orders office supplies as needed
Prepares night audit daily
Enters maintenance and service requests in SPI promptly
Makes reservations most courteously and efficiently
Makes room moves and stay-over requests for guests as needed to ensure guest satisfaction
Runs reports and corrects errors before the guests checkin
Performs any other inventory management changes as directed by the supervisor or manager
Prepares check-in packets for the upcoming week
Makes rental calls to notify owners whether their villa rented or not
Responds to online reviews
Reconciles rentals for the previous month
Checks online travel agents for rental inbounds
Makes daily post office and banking runs
BlocksRCI points for unpaid accounts
ManagesRCI banking, membership changes, and cancellations
All other duties as assigned by management

General Statement - Performs the job assigned, complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity.

Job Requirements

Education, Essential Training / Certifications, and Experience:

High School Diploma/ GED
Experience or comparable knowledge in the Resort/Hotel industry; Timeshare knowledge is preferred

Skills, Knowledge, and Abilities:

Basic computer skills
Close attention to detail
Excellent Customer Service skills with the ability to work under pressure
Bilingual is a plus
Active listener with the ability to solve problems
Ability to Work with minimal supervision
Excellent verbal and written communication skills
Flexible schedule –Ability to work evenings, holidays and weekends are a must

Shift: Additional hours may be necessary to cover shifts and meet deadlines

Regular Hours and Weekend

Travel:

None

Guest Services Associate

Job Description

Employee Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Discounted Resort Stays

Paid Time Off

Life Insurance

Long-Term Disability

Professional Development

Competitive Compensation

Rapid Growth

Corporate Discounts

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