What are the responsibilities and job description for the Guest Service Agent position at Wianno Club?
GUEST SERVICES AGENT
Status: Seasonal, Full-Time, Non-Exempt
Responsibility: Medium level of supervision needed. Low level of operational decision making.
Reports to: Guest Services Manager
Skills:
Excellent Administrative Skills - Use of technology, verbal and written communication, business correspondence, organization, time management.
Excellent Teamwork and Communication Skills - Interact, work, and relate with people, listen, speak, read, write, observe, use English fluently.
Excellent Customer Service Skills - Product knowledge, problem-solving skills, time management, attentiveness, patience, positive attitude, a willingness to go the extra mile, responsibility, professionalism.
Experience - Three months’ experience in a private club or hospitality field required. Customer service experience and excellent written/verbal communication skills.
Effort: Low - Walk and stand for extended periods of time. Bend, reach, push, pull, lift, and carry up to 30 pounds.
Responsibility: Medium level of supervision needed. Low level of operational decision making.
Reports to: Guest Services Manager
Skills:
Excellent Administrative Skills - Use of technology, verbal and written communication, business correspondence, organization, time management.
Excellent Teamwork and Communication Skills - Interact, work, and relate with people, listen, speak, read, write, observe, use English fluently.
Excellent Customer Service Skills - Product knowledge, problem-solving skills, time management, attentiveness, patience, positive attitude, a willingness to go the extra mile, responsibility, professionalism.
Experience - Three months’ experience in a private club or hospitality field required. Customer service experience and excellent written/verbal communication skills.
Effort: Low - Walk and stand for extended periods of time. Bend, reach, push, pull, lift, and carry up to 30 pounds.
Work Conditions: Level 2 – Indoors, air conditioning, variable schedule based on business demands.
Duties:
This is a hybrid position that can perform the duties of and float between three different roles: Bellhops, Desk Clerks, and Night Audit (i.e., overnight Desk Clerks). Guest Services Agents will be responsible for greeting, registering, and assigning rooms to guests, answering the phones and directing calls appropriately, processing arrivals and checkouts, assisting guests with luggage, providing room service, completing daily tasks and procedures, printing and distributing daily reporting, limited setting up and breaking down of guest areas, and processing sales transactions in the giftshop. In addition, Guest Services Agents will be responsible for answering guests’ inquiries pertaining to the Club’s services.
- Welcome members and guests upon arrival and confirm reservations.
- Act as the point of contact for guests who need assistance or information. Understanding the needs of members and guests to provide them with personalized solutions by suggesting services provided by the Club.
- Be visible at all times.
- Answer telephone operating system.
- Greet all members and guests in a friendly and professional manner.
- Be aware of all daily information including arrivals and departures, activities, functions, and all other Club information pertaining to Food and Beverage outlets, amenities, and hours of operation.
- Assist guests with technology information and troubleshoot as required.
- Provide concierge services such as photocopies, faxes, websites, e-mails, and other business center services.
- Accommodate general and unique requests.
- Ensure that procedures regarding messages, mail, fax, and e-mail are followed in accordance with the training information provided.
- Maintain all departmental communications including e-mails, daily logs, no-shows, early departures, late check-outs, cancellations, and special requests.
- Complete daily AM & PM checklists as required.
- Ensure that the reception desk is inventoried, organized, and stocked with necessary office supplies, including brochures, and concierge information.
- Perform the function of the nightly audit including reconciling all daily financial activity.
- Complete daily reports in accordance with policies and procedures.
- Print, e-mail and distribute all daily reports.
- Maintain a neat and orderly work area at all times.
- Clearly and accurately provide members and guests with directions to and from the Club as well as points of interest in the area.
- Provide luggage storage in accordance with the Club’s policies and procedures.
- Assist in opening car doors for arriving members and guests while introducing them to the Guest Reception Agent as required.
- Be familiar with all department heads and managers; their names, job titles, telephone extensions, office locations, and areas of responsibility.
- Be familiar with emergency procedures and be prepared to handle emergency situations.
- Set up and break down meeting rooms.
- Other related duties as assigned.