Guest Services Agent

Spinnaker Resorts•Branson, MO

About The Position

The Guest Services Agent supports daily Front Desk operations at Palace View Resort, a Gold Crown (RCI) and Premier (II) vacation interval resort. The role helps provide owners and guests with a memorable vacation experience through knowledgeable, attentive service and effective Front Desk operations. The position may assist the Front Desk Department Manager with projects, tasks, and reports; help maintain Front Desk supplies and inventory; support staff across Front Desk functions; and cover the desk when needed. The agent is expected to learn relevant software, procedures, and safety standards; follow assigned schedules; maintain productive working relationships; and contribute to customer service, operational reporting, and safety efforts. Resort operations run 24 hours a day, seven days a week, and schedules may vary according to seasonality and business needs. The role may require overtime or weekend work when requested. The position includes extensive walking, stair climbing, and lifting 50 pounds or more.

Requirements

High school diploma or GED.
Proficiency in reading and writing English.
Customer-service orientation and an outgoing, people-oriented personality.
Verbal and written communication skills for interacting tactfully and professionally with employees, guests, vendors, and the general public.
Ability to work overtime and/or weekends when requested by the Front Desk Manager or Assistant General Manager.
Ability to walk extensively, climb stairs, and lift 50 pounds or more.

Nice To Haves

Proficiency in Word, Excel, and email is desired.
Previous customer service experience in a related or similar field is desired.

Responsibilities

Support the daily operations of the Front Desk at Palace View Resort.
Assist the Front Desk Department Manager with projects, tasks, and assigned reports when requested.
Learn and use relevant computer software, standard work procedures, and safety procedures and standards.
Follow work schedules provided by the Front Desk Manager and maintain productive relationships with co-workers and management.
Recommend supplies needed for daily Front Desk operations and monitor Front Desk inventories.
Assist staff in Front Desk functions, including employee training, reservation software, exchange programs, scheduling, customer service, problem solving, and procedure development and implementation.
Promote, execute, and encourage incentive programs.
Ensure the Front Desk provides excellent customer service.
Observe company protocols and standards concerning uniforms, schedules, punctuality, reports, and guest interactions.
Follow lost-and-found procedures for items turned in to the Front Desk.
Cover the Front Desk when needed, including when employees are sick or on vacation or PTO.
Generate operational reports.
Ensure Front Desk staff observe safety rules and know tornado, fire, and disaster procedures; help coordinate evacuations if necessary.
Provide backup support and assist with special projects or other legitimate business tasks within the scope of responsibilities.

Benefits

Weekly pay and direct deposit.
Health insurance, including medical, vision, and dental coverage.
Company-paid life insurance.
Paid time off program.
Paid vacation and holiday pay.
401(k) retirement plan with company match, based on eligibility.
Employee wellness programs.
Fitness center reimbursement.
Ongoing professional development opportunities.
Discounted stays for employees, family, and friends.
Employee discounts at local businesses and national retailers.
Employee recognition and appreciation events, including an annual employee picnic and holiday party.
Company-supplied uniforms and equipment for applicable positions.
Flexible work schedules.