GUEST SATISFACTION ASSOCIATE

SUMMARY:

Guest Satisfaction Associates are responsible for greeting and registering the guests, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay. However, the realm of responsibilities will extend beyond that of a typical front desk agent.

ESSENTIAL DUTIES:

• Work nights, weekends and holidays as required;
• Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities;
• Contact appropriate individual or department (i.e. Bellperson, Housekeeping, Engineering, Security) as necessary to resolve guest call, request, or problem;
• Follow up with guests to ensure their requests or problems have been met to their satisfaction;
• Receive, record, and relay messages accurately, completely, and legibly;
• Respond to special requests from guests with unique needs;
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities;
• Follow all company policies and procedures;
• Report accidents, injuries, and unsafe work conditions to manager;
• Ensure uniform and personal appearance is clean and professional;
• Maintain confidentiality of proprietary information; protect company assets;
• Welcome and acknowledge all guests according to company standards;
• Anticipate and address guests` service needs; thank guests with genuine appreciation;
• Speak with others using clear and professional language;
• Answer telephones using appropriate etiquette;
• Develop and maintain positive working relationships with others; support team to reach common goals;
• Make and modifying reservations;
• Support other departments including Sales, Front Office, and Bellman/Van, as needed;
• Access and input information using a moderately complex computer system;
• Provide back up to Gift Shop including making Ticket Box Office sales, RV Park reservations and registrations;
• Enter data into computer system and receive payments via telephone and in person and provide information to guests;
• Operate Point of Sale register updating codes for all new and general merchandise;
• Assist with Valet as needed.
• All other duties as assigned.

TRAVEL REQUIREMENTS:

Local travel may occasionally be required. Travel outside of the state is infrequently required. Typical travel time is generally less than a week. SUPERVISORY RESPONSIBILITIES None

QUALIFICATIONS:

• High school diploma or general education degree (GED).
• Minimum of one year prior experience in customer service and as a cashier and a minimum of six months prior experience in working with the public in a cash-handling environment.
• Must be able to use Windows Office products including Word and Excel. Must have experience working directly with the public.
• Must be able to get along well with other team members, and know the value of good guest relations.
• Must possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Must have the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively on the phone, before groups of guests or employees of organization.
• Ability to read and speak English.
• Ability to read and speak in a second language preferred.
• Ability to calculate figures and amounts such as discounts, interest, percentages.
• Must be experienced in handling cash, and experienced with the electronic cash register, and have clerical skills necessary to complete required paperwork.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of instructions in mathematical or diagram form.
• A Class IV Swinomish Gaming Commission permit upon employment and a valid driver’s license are required.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the team member is regularly required to stand and / or sit for an extended period of time or for an entire work shift, walk; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear. The team member must occasionally lift and/or move up to 25 pounds and /or 20 pounds of force frequently or constantly lift, carry, push, pull, or otherwise move objects. Must have ability to stand during entire shift and/or move frequently throughout the large facilities. Often requires walking or moving about to accomplish tasks. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Constantly requires the ability to give and receive detailed information through verbal communication as well as the ability to verbally express or exchange ideas of important instructions accurately, loudly, or quickly.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is exposed to tobacco smoke, moving mechanical parts and fumes or airborne particles. The worker is frequently subject to inside environmental conditions, which provide protection from weather conditions, but not necessarily from temperature changes, and is occasionally subject to outside environmental conditions and to wet and/or humid conditions. The noise level in the work environment is usually moderate.