What are the responsibilities and job description for the Guest Services Lead position at WVSR LLC?
Position Summary
We are seeking a friendly, organized, and service focused Guest Service lead to join our team. As the first point of contact for guests, you will create a warm and welcoming experience while ensuring smooth and efficient operations at our Welcome Center. This role is ideal for someone who enjoys working with people, thrives in a fast paced environment, and takes pride in delivering exceptional hospitality, especially during our busy seasons.
Key Responsibilities
Customer Service & Desk Operations
Customer Service & Desk Operations
- Greet all guests warmly upon arrival and departure, creating a positive first impression. Provide prompt, courteous responses to guest inquiries and requests.
- Check guests in and out, process payments, issue room keys, and ensure all reservation details are accurate.
- Resolve guest issues with professionalism and a service first attitude.
- Offer knowledgeable guidance about resort amenities, activities, local attractions, and dining options, etc.
- Answer phones professionally and assist with reservations, modifications, confirmations, and cancellations.
- Maintain accurate records of guest accounts, and any daily activity logs.
- Follow proper procedures for posting charges, settling accounts, and handling billing questions.
- Keep the front desk and welcome center, tidy, and welcoming, including retail displays.
- Maintain punctuality and dependability for scheduled shifts.
Teamwork & Communication
- Communicate effectively with housekeeping, maintenance, and all other departments to fulfill guest needs.
- Promote resort programs that enhance guest satisfaction and loyalty.
- Relay relevant shift information to the next shift and supervisors.
- Foster positive working relationships and contribute to a collaborative team environment.
- Complete all checklists and assigned tasks accurately and on time.
- Uphold all safety, security, and emergency procedures.
- Be flexible and shift to other work areas as the need arises during different seasons.
- All other tasks assigned by management.
Required Knowledge, Skills & Abilities
- Strong customer service skills with a friendly and helpful attitude.
- Ability to multitask in a fast paced environment while maintaining accuracy and attention to detail.
- Strong organizational and interpersonal skills.
- Ability to learn quickly and follow written and verbal instructions.
- Basic computer experience.
- Ability to work effectively as part of a team.
Schedule Requirements
- Must be available to work weekends (and some evenings in the winter months)