Guest Services Representative

Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.

Primary Responsibilities include:

• Cultivate a transformative guest experience by seamlessly addressing individual needs throughout their stay.

• Coordinate, prepare, and organize Sunday guest check-ins (including swag, schedules, and planning sessions) Orientation, Guest check-outs, gifts, and amenities.

• Complete GS Task List for Shift
• Provide Hand-off to MOD & team to ensure seamless communication

• Strive to exceed guest expectations, systemize their Skyterra experience, and address guest inquiries, requests, and concerns promptly, efficient, and courteously.

• Assist in managing and organizing front desk operations efficiently and striving to answer the Guest Services line within 2 rings.

• Demonstrate expertise in Skyterra Programs, services, and on-site activities to effectively communicate with guests.
• Assist guests with scheduling spa appointments and private sessions.

• Collaborate with the Culinary Team to ensure accurate meal sign up and meal delivery to cottages/lodges/365 as needed.

• Support gift shop operations, promoting sales, restocking inventory, and ensuring invoice accuracy.

• Perform routine clerical and administrative tasks, such as data entry, filing, and maintaining records.

• Assist with completion of Departure Forms & coordinate guest transportation needs, and meals to-go for departing guests.

• Attend mandatory weekly department and quarterly all hands meetings.

Education and Experience:

• A high school graduate or equivalent preferred. 

• Previous experience in customer or guest services related fields is preferred.

• Proficient in using Google Platform, including Sheets and other relevant applications.

• Experience with Dialpad, Resnexus, Schedulista or similar software or willing to learn.

Certificates, Licenses, Registrations, Qualifications: 

• Maintains a valid, clean driver's license. 

Knowledge, Skills, Judgment:

• Demonstrate effective problem-solving skills to address guest issues or concerns.

• Team player with the ability to collaborate with other staff members to find solutions and enhance the overall guest experience.
• Friendly and approachable demeanor.

• Strong interpersonal skills.

• Ability to remain calm and composed under pressure.
• Handle multiple tasks simultaneously while maintaining attention to detail and ensuring accuracy.

• Demonstrates commitment to high professional and ethical standards in a diverse workplace.

• Demonstrates efficient time management, organizational, verbal and written communication skills.