Service Express Guest Service Agent (Full Time)
About The Position
The Guest Service Agent supports room service and resort guest communications. The role answers and directs internal and external calls through the resort switchboard, programs and logs wake-up calls, and may retrieve and enter messages and facsimiles. It coordinates resort communications related to emergencies, alarms, life safety, and natural disasters. The agent takes room-service food and beverage orders, enters orders in the resort POS system, assigns deliveries and other tasks to waithelp staff, and helps ensure prompt service. The role also takes restaurant dining reservations and maintains knowledge of menus, operating hours, and entertainment. It contacts relevant departments about guest requests or concerns, recommends resort restaurants and facilities, and suggests or upsells menu items. The agent follows service standards and standard operating procedures and may assist room-service waithelp as needed.
Requirements
- Read and write to perform job duties.
- Obtain Department of Health TB clearance.
- Be pleasant and friendly.
- Be able to multitask.
- Be able to prioritize and organize workload.
- Be able to manage stressful and challenging situations.
- Be able to sit at a desk answering a phone for most of the shift.
- Communicate verbally and in writing with employees, managers, and guests or clients.
- Communicate over the phone or radio.
- Be able to work shifts and days determined by the restaurant manager.
- Be able to work more than 40 hours per week when needed.
- Be proficient in using a computer for reports and dining reservations.
Responsibilities
- Answer and direct internal and external telephone calls through the resort switchboard in a friendly, efficient, and courteous manner, following standard operating procedures.
- Program and log wake-up calls.
- Retrieve and input messages and facsimiles as requested.
- Coordinate resort communications involving emergency procedures, alarms, life safety, or natural disasters.
- Take food and beverage room-service orders and process them using the resort POS system.
- Assign deliveries and other tasks to waithelp staff and help ensure prompt service.
- Take dining reservations for resort restaurants and maintain knowledge of menus, operating hours, and entertainment.
- Contact applicable departments regarding guest requests or concerns.
- Suggest and upsell menu items.
- Perform tasks according to sequence-of-service standards and SOPs.
- Assist room-service waithelp as needed.
- Provide schedule information to food and beverage team members upon request.
- Recommend the resort's restaurants and facilities to guests.
- Perform other related duties as assigned or required.
Benefits
- Medical care
- Drug coverage
- Vision care
- Dental care
- Life insurance
- Paid vacation
- Paid sick leave
- Dining discounts
- Golf discounts
- Team member recognition programs
- Training and career opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
