Guest Services Agent

Grand View Lodge•Nisswa, MN

About The Position

As a Guest Service Agent at our resort, you will be the face of exceptional hospitality, responsible for providing outstanding service both in the reservations department and at the front desk. Your role is integral in ensuring a seamless experience for all guests from the moment they inquire about a reservation until their departure. This dual role requires excellent communication skills, strong attention to detail, and the ability to manage multiple tasks while maintaining a positive and professional demeanor. If you're passionate about providing exceptional guest service and have the versatility to work in both reservations and front desk roles, we would love to have you join our team at the resort. About Cote Family Companies: www.cotefamily.com For over 100 years, this family-owned company has distinguished itself by providing unique, transformative experiences and exceptional memories. Our resorts provide an array of services including accommodations, golf, spa food & beverage, retail, equestrian and conference/event opportunities. Our camps provide transformational memories that our attendees carry with them forever. The Cote Family has invested in its current ventures and is poised for further growth. COTECares CoteCares is our “Way of Life”. We believe in enriching the lives of those within our community and this inspires us to create transformative experiences and exceptional memories. Our associate journey begins and ends with a positive work environment and experience for our team. CoteCares is the namesake for our culture, and our commitment to a culture where all associates feel respected, safe, empowered, appreciated, excited, included and a sense of belonging to something extremely special. Whether it be through community involvement or internally working with each other, CoteCares expresses our world and what we want it to be. Career Pathing: This role is a key position in our operational excellence delivery goals. The role may advance into a supervisor level position should the incumbent demonstrate sufficient strategic development and enlargement of performance scope. The successful person will be an advocate of our mission, values, and brand from a Reservations and Front Desk level.

Requirements

Exceptional interpersonal, clear verbal, and written communication skills are a must. Proficiency in a second language is advantageous.
A sales and revenue-driven mindset coupled with a commitment to hospitality service is essential.
Strong phone skills are required for effective communication.
The ability to thrive in an office environment and collaborate seamlessly with the both departments and all operational departments is necessary.
Attention to detail, multitasking proficiency, experience in handling customer service issues, and a team-player mentality are essential qualities for the candidate.
Flexibility in scheduling is vital; the candidate should be available to work AM/PM shifts, weekends, and holidays.
High school diploma or equivalent (GED) required.
While previous experience is preferred, we are willing to train the right candidate.
Proficiency in speaking, reading, writing, and understanding the primary language(s) used in the workplace is essential.
Strong communication skills, both verbal and written, are a requirement.
Basic computational ability is necessary for this role.

Responsibilities

Responsible for selling services and amenities
Check in and check out guests
Making reservations room & dinner
Being visible/available
Answer phones
Manage phone activity including providing general knowledge to callers.
Answer enquiries regarding company services and registration by letter, by telephone and in person.
Responds to guest inquiries as needed
Manage walk-in traffic. Smile and greet guests in a welcoming manner.
Register and assign rooms to guests.
Provide register guests information about services available at the property and points of interest around town and surrounding areas.
Verify that the correct charges and credits are posted to the corresponding guest folio.
Collect payment for charges on the guest folio.
Resolve guest complaints within scope of authority; otherwise refer the matter to the management.
Follow security and safety standards at all times.
Maintain and ensure front desk and lobby area are neat, organized and appealing and presentable to guests.
Ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift.
Other duties may be assigned
Evaluate guest and travel agent needs through phone, email, and text communication channels. Recommend appropriate options to guests and facilitate the confirmation of reservations.
Answer incoming calls with courtesy, ensuring the efficient resolution of guest inquiries regarding various hotel services and operations.
Collaborate with colleagues and managers to optimize room revenue, ensuring accurate updating of reservation details in accordance with prescribed operating procedures.
Liaise with different resort departments to coordinate guest requirements and manage all communication related to bookings.
Cultivate a positive and professional rapport with guests and other departments, both during phone interactions and in-person conversations.
Assist in booking and blocking rooms according to established standards, manage special reservations, and oversee the monitoring of all reservations and discounts.
Uphold compliance with security and safety standards daily. Ensure the optimal utilization of resort software systems and maintain up-to-date knowledge on all room types and their availability.