Guest Experience Specialist

EOS•Austin, TX

5d•Onsite

About The Position

As a standard hospitality expectation, this position requires flexible availability, including weekends, holidays, and some evenings. Greet guests immediately with a sincere, friendly welcome. Using a cheerful, clear voice, address guests by name and listen carefully to understand requests. Promptly answer the telephone within three rings, using a name and a pleasant, clear tone. Complete the registration process by checking guests in according to LASR procedures. Handle cash, make a change, and balance and assign cash drawer. Accept and record vouchers, travelers' checks, credit cards, and other forms of payment. Maintain a thorough knowledge of the entire resort, including the spa. Ensure all guest requests during the stay are completed promptly and satisfactorily. Close guest accounts at checkout and ask guests how they enjoyed their stay. Offer a compromise or call the manager or reservations to resolve the guest's concern on the eve of dissatisfaction or a dispute. Investigate all guest complaints thoroughly. Listen carefully and offer assistance to resolve. If the issue cannot be resolved after offering alternatives, obtain management assistance. Fully responsible for completing all items on the shift checklist daily. Responsible for the proper operation of security gates according to resort procedures. ADDITIONAL RESPONSIBILITIES: In addition to performing the essential functions, this position may be required to perform additional functions according to the needs of the spa and as assigned by the supervisor. These responsibilities may include but are not limited to: Escort guests to rooms and assist them with baggage handling as necessary. Provide safety deposit box for guests, completing the appropriate paperwork. Operate fax machine and copier as required, ensuring guests receive messages and deliveries. Receive, log, and deliver packages from UPS, FedEx, etc. Arrange for guest transportation as needed.

Requirements

Knowledge of effective customer service techniques and skills.
Skilled in using a calculator, fax, copier, and personal computer.
Confident with entry-level Microsoft Office skills.
Ability to deal with external and internal customers, collect information, and resolve conflict using high patience, tact, and diplomacy.
Ability to stand for long periods, carry luggage, and drive a vehicle safely.
Must be able to lift up to 40 lbs.
High school diploma or equivalent.
Valid TX driver's license with a clean record.

Nice To Haves

Prior customer service or hospitality experience preferred.

Responsibilities

Greet guests immediately with a sincere, friendly welcome.
Address guests by name and listen carefully to understand requests.
Promptly answer the telephone within three rings, using a name and a pleasant, clear tone.
Complete the registration process by checking guests in according to LASR procedures.
Handle cash, make a change, and balance and assign cash drawer.
Accept and record vouchers, travelers' checks, credit cards, and other forms of payment.
Maintain a thorough knowledge of the entire resort, including the spa.
Ensure all guest requests during the stay are completed promptly and satisfactorily.
Close guest accounts at checkout and ask guests how they enjoyed their stay.
Offer a compromise or call the manager or reservations to resolve the guest's concern on the eve of dissatisfaction or a dispute.
Investigate all guest complaints thoroughly.
Listen carefully and offer assistance to resolve.
If the issue cannot be resolved after offering alternatives, obtain management assistance.
Fully responsible for completing all items on the shift checklist daily.
Responsible for the proper operation of security gates according to resort procedures.
Escort guests to rooms and assist them with baggage handling as necessary.
Provide safety deposit box for guests, completing the appropriate paperwork.
Operate fax machine and copier as required, ensuring guests receive messages and deliveries.
Receive, log, and deliver packages from UPS, FedEx, etc.
Arrange for guest transportation as needed.