POSITION SUMMARY:

Here at Nemacolin, our associates know to “Expect the Unexpected” – You have come across the career opportunity where entertainment and excitement are the job description. This position must be committed to making every experience memorable all while having fun and relishing the incredible atmosphere of the resort.

The individual in the Guest Experience Agent position is responsible for creating 100% guest satisfaction by providing efficient and effective service at all times. The Guest Experience Agent must adhere to policies and procedures that Nemacolin has established, build positive relationships with guests and other associates, communicate effectively on all levels, and demonstrate technical and customer service skills for her or his assigned area.

ESSENTIAL FUNCTIONS:

(The following statements are intended as general illustrations of the work in this job class and are not all-inclusive for this position.)

• Creating guest satisfaction by providing fast and courteous service.
• Giving personal attention to guests in order to exceed their expectations.
• Utilizing empowerment to resolve guest issues.
• Providing guests with assistance at the front desk during the check-in and check-out process as well as throughout the course of their stay.
• Assist the butler team during all times.
• Completing the necessary steps in the registration process as well as the departure process.
• Ensuring that resort guests are familiar with the location of their rooms.
• Promoting resort services and amenities.
• Contacting returning guests in order to assist them in planning their stay.
• Upselling available accommodations and services and making alternative suggestions as needed.
• Making reservations for onsite and offsite dining, activities, and entertainment.
• Remaining current with all property systems such as Host, SpaSoft, Seven Rooms, Zingle, Outlooks and Microsoft Teams.
• Performing phone operator functions for internal and external calls.
• Assisting guests with mailing needs and business services.
• Fostering teamwork in an environment that motivates and sustains exceptional levels of performance in all Front Office positions.
• Developing an understanding of the reservation process.
• Keeping updated information regarding hours of operation, menus, and special packages available at all times.
• Other job duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Friendly and out-going personality.
• Excellent communication skills
• Ability to stand up to 8 hours at a time.
• Ability to build effective relationships to ensure quality working relationships with all departments.
• General knowledge of the surrounding areas and attractions.
• Ability to work in a fast-paced environment.
• The candidate must have the ability to speak English fluently.
• Candidates must have the ability to work varying shifts, including nights, weekends, and holidays.
• Previous experience in the hospitality industry is preferred.
• Associate’s Degree preferred.

These skills and abilities are typically acquired through the completion of a high school diploma at minimum, as well as prior experience working a guest/customer facing position in hospitality or comparable.

This job description cannot possibly include a complete comprehensive listing of all the activities, duties or responsibilities that may be require by the organization and/or members of management. It reflects management’s assignment of essential functions, but it does not prescribe or restrict the additional tasks that may be required.

WHY WORK FOR NEMACOLIN?

Kick-start your career at Nemacolin, a world-renowned luxury resort nestled in southwestern Pennsylvania. Nemacolin boasts an unparalleled blend of elegance and adventure, offering an array of amenities that redefine luxury. With two Forbes-rated hotels from which to choose, guests are treated to the epitome of comfort and style. A five-star, five-diamond restaurant sets the stage for exquisite dining experiences, while our on-site wildlife habitats bring animal encounters to a whole new level. The opulent spa, championship golf courses, and a range of outdoor activities, including fly fishing, skiing, and snowboarding, provide a holistic and exciting getaway.

As a part of the Nemacolin team, you'll have the chance to work in a dynamic and supportive environment where your skills and passion will flourish. We believe in fostering growth and providing our team members with opportunities to shine and advance in their careers. Join us in delivering unparalleled experiences that leave lasting memories for our cherished guests and members. Real Life Magic meets boundless opportunity at Nemacolin. Come, be a part of it!

ASSOCIATE PERKS:

What is in it for you? As a Nemacolin associate, you won’t just have a bright future — you’ll have a bright present! You are invited to join our warm, supportive community, where you’ll enjoy competitive wages, exciting events, a full suite of benefits, discounts, and perks, and access to amenities at our associate community Wisteria.

• Attractive 401(k) plan
• Paid vacation, holidays, and personal hours
• Family medical, dental, and vision insurance. Long-term and short-term disability insurance
• Employee and educational assistance program
• Up to 40% off Retail, Spa, Activities, Food and Beverage at the Resort
• On-site uniform and dry-cleaning services
• Discounted meals during breaks in associate break areas

Wisteria Associate Community- Wisteria is Nemacolin’s way of showing our appreciation to our associates. This neighborhood is exclusive to associates and contains a Pub, Market, and Fitness Center. As a member of Team Nemacolin, you’ll enjoy these exclusive amenities.

Associate Recognition programs- Nemacolin realizes that our associates help to set us apart from other organizations in the industry through their commitment to providing exceptional service and their ability to consistently exceed guests’ expectations.

Nemacolin promotes a culture of continuous learning for our associates. We are strongly committed to comprehensive professional development programs:

• Opportunities for advancement – At Nemacolin, we encourage our associates to grow within the organization and gain experience in a variety of departments to better understand the hospitality industry. Nemacolin prides itself on promoting from within the organization, and many of our upper-level managers began in entry-level positions and advanced into their current roles.
• Mentoring and coaching programs – As a new associate, we provide a level of mentoring that is best suited to you to enhance your growth and career interests, while sharing knowledge, advice, and encouragement along the way.

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