Guest Services Agent

Spinnaker Resorts•Williamsburg, VA

14h•Onsite

About The Position

The Guest Service Agent represents SDC Properties who provides exceptional owners/guests’ service by managing check-ins, check-outs, and inquiries. Responsibilities include handling reservations, processing payments, coordinating room assignments, dispatching maintenance and housekeeping work order requests, and offering information on resort amenities. The role also involves monitoring villas’ availability, managing emergency procedures, and ensuring guest satisfaction. Additionally, the agent assists with administrative tasks, maintains a professional environment, and collaborates with management to ensure smooth operations. Strong communication skills and a commitment to service excellence are essential.

Requirements

High School Diploma or GED required. Significant related experience may substitute for education.
At least one (1) years of customer service experience.
Knowledge of dispatch procedures and resort management systems (e.g., SPI, HOTSOS), preferred.
Basic knowledge of vacation ownership, travel exchange companies, resort services, activities, and local attractions to assist guests.
Demonstrated knowledge of computers and their various software applications required.
Knowledge of standard office practices, procedures, routines, and equipment.
Strong attention to detail.
Ability to communicate effectively, both verbally and in writing.
Ability to establish and maintain effective working relationships with peers, employees, and management.
Ability to exhibit excellent guest relations skills.
Ability to deal effectively with conflict and manage difficult guest relation situations.
Ability to multi-task and effectively perform duties.
Ability to accept new and changing responsibilities.

Nice To Haves

Knowledge of Spinnaker Resorts and or the timeshare industry

Responsibilities

Greet and assist owners/guests with check-in, check-out, and general inquiries while exhibiting a positive attitude, friendly demeanor, and professional appearance to all owners/guests, ensuring a high level of guest satisfaction.
Provide information on resort amenities, activities, and local attractions to enhance the guest experience.
Monitor and update resort systems for room availability and bookings, process payments, and update owners/guests’ information in the SPI “property management system”.
Address owners/guests’ requests, complaints, and concerns promptly, ensuring satisfaction and resolving issues within scope of authority.
Coordinate room assignments based on guest preferences and resort standards.
Stay up to date on unit statuses and follow up with owners/guests to ensure satisfaction by doing courtesy call.
Dispatch maintenance and housekeeping work orders by using HOTSOS system to address owners/guests’ needs, facility issues, and update housekeeping reports.
Facilitate clear communication between the front desk and other departments to ensure seamless service.
Assist with emergency response by coordinating with security, management, and emergency services as needed.
Maintain owners/guests’ records securely, ensuring confidentiality and compliance with SDC Properties policies.
Assist with administrative tasks, including phone calls, emails, and general communication.
Ensure a clean and organized front desk area to create a professional guest environment.
Collaborate with Front Desk Manager and Supervisors to maintain efficient and accurate operations.
Assist other departments, including cleaning the Aquatic Center and distributing pool towels as required.
Enforce uniform standards and high service excellence, striving for a 4.7 or higher rating on comments cards and RCI standards.
Perform additional duties as assigned by the supervisor to address business needs.

Benefits

Weekly Pay and Direct Deposit
Health Insurance (Medical/Vision/Dental)
Company-Paid Life Insurance
Paid Time Off (PTO) Program
Paid Vacation and Holiday Pay
401 (K) Retirement Plan with a Company Match (based on eligibility)
Employee Wellness Programs
Fitness Center Reimbursement
Ongoing Professional Development Opportunities
Employee Family & Friends Discounted Stays
Various Employee Discounts (Local Businesses and National Retailers)
Employee Recognition and Appreciation Events (Annual Employee Picnic & Holiday Party)
Company-Supplied Uniforms and Equipment (Applicable Positions)
Flexible Work Schedules