The Guest Services Agent represents SDC Properties, serving as the initial contact for owners and guests as they check in the property. The position is responsible for providing general information and appropriately directing guests and owners’ incoming telephone calls. The position provides first class customer service and guest relations.

RESPONSIBILITIES INCLUDE, but not limited to:

• Complete tasks in a friendly, courteous, helpful, timely, and professional manner resulting in a very high level of guest satisfaction.
• Prepare all necessary check in and check out materials for Guest Services operation.
• Obtain a valid method of payment from each guest prior to issuing a room key according to established procedures.
• Responsible for daily cash management, e.g., ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift.
• Resolve guest complaints within scope of authority; otherwise refer the matter to management.
• Coordinate with Maintenance and Housekeeping regarding the completion of requests/work orders from guests in a timely fashion. Follow up with guests.
• Assist guests and owners with questions and provide friendly and accurate information about the greater Williamsburg area.
• Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet SDC
• Maintain common areas of the Aquatic Center; assist in cleaning of the Aquatic Center facilities as needed.
• Follow established policies and procedures, e.g. uniform standards.
• Perform additional or different duties, from those set forth above, to address business needs and changing business practices as assigned by supervisor.

QUALIFICATIONS SUMMARY

Education:

• High School Diploma or GED required
• Significant related experience may substitute for education

Experience:

• Background in hospitality field preferred
• Two (2) years customer service experience preferred.

WORKING CONDITIONS AND ENVIRONMENT

Physical Demands: Primary functions require sufficient physical ability and mobility to work in a Guest Services setting; to stand for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull up to 40 pounds of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate information

Working Conditions:

• Full time position (8.5-hour day with minimum 30 minute break)
• Varied work schedules to include; evening, holiday and weekend hours.
• Occasional overtime may be required based on business demands and inclement weather.

Vacation: Vacation is unavailable during peak season (Memorial Day – September/Labor Day), Thanksgiving weekend beginning Thanksgiving Day-Sunday, and the day before Christmas Eve-New Year’s Day.

Environment: Work is performed primarily in a fast-paced environment with frequent interruptions.

Job Type: Full-time

Pay: From $15.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• Overtime
• Weekends as needed

Work setting:

• In-person
• Resort

Education:

• High school or equivalent (Preferred)

Experience:

• Hospitality: 1 year (Preferred)
• Customer service: 2 years (Preferred)

Shift availability:

• Night Shift (Required)
• Day Shift (Required)

Work Location: In person