Guest Services Agent

About the position

Our Spa Resorts in New Mexico offer a unique blend of luxury and tranquility. At Ojo Caliente Mineral Springs Resort & Spa, you can enjoy the healing waters that have attracted spa enthusiasts since 1868. Tucked away in a high-desert hideout surrounded by orange cliffs, our spa days include relaxing in mineral pools and experiencing our upgraded Historic Bath House with a new salt sauna and eucalyptus steam room. As an employee, you get free soaking (Monday – Thursday) with a guest and can also enjoy discounted spa treatments. Ojo Caliente Mineral Springs Resort & Spa is known for its natural mineral springs, which have been attracting visitors for centuries due to their healing and rejuvenating properties. The resort offers a unique blend of relaxation, wellness, and natural beauty, making it a popular choice for those seeking a serene and rejuvenating getaway. What sets us apart? It's our dedication to quality, innovation, and teamwork. We provide competitive compensation and foster a positive work environment.

Responsibilities

• Handles daily front desk operations, ensuring the highest standards of service.
• Welcomes incoming guests to the resort.
• Registers guests in an efficient and friendly manner, with a smile.
• Is prompt and courteous, paying great attention to detail.
• Resolves guest issues in an empowered manner.
• Maintains a calm, positive presence when confronted with difficult situations.
• Communicates with other departments to resolve guest issues.
• Uses various communication tools: guest texting app, radio, telephone.
• Answers incoming phone calls in a prompt and friendly manner.
• Uses systems at the front desk to process all data: V1, Agilysys.
• Follows all operational policies (SOPs), including safety and security protocols.
• Handles cash in accordance with all applicable procedures.
• Supports other team members and departments as needed.
• Maintains complete knowledge of all resort features and services.
• Maintains a consistent presence at the front desk.
• Checks guests out in a friendly and courteous manner, with a smile.
• Welcomes guests back.

Requirements

• Experience in a hospitality setting preferred.
• High school diploma (or equivalent); hospitality degree or certificate a plus.
• Computer skills, experience and aptitude to include MS Office software. Knowledge of property management systems a plus.
• Reliability, punctuality and professional communication skills are critical.
• Ability to work under pressure with a high level of patience and customer service.
• Accurate cash handling skills required.
• CPR and first aid certification a plus; willing to be trained in same.
• Ability to work evenings, weekends, weekdays, and holidays required.
• Ability to walk or stand and move about the resort (both indoors and outdoors) for eight or more hours per day, sit, reach, lift, bend, kneel, stoop, climb stairs, push and pull items weighing up to 40 pounds.
• The position requires manual dexterity; auditory and visual skills; the ability to follow written and oral instructions and procedures; and the ability to speak and communicate in a professional manner.

Benefits

• Medical, Dental, Vision, generous 401k (with employer match) after applicable waiting periods
• Employee Assistance Program (EAP)
• Paid Sick Time
• Paid Time Off
• Ongoing training to build critical skills for current and future roles
• Numerous Growth & Developmental Opportunities
• Competitive Compensation
• Discounted Employee Lunch
• Free Lunch/Dinner on Thanksgiving & Christmas
• Employee Appreciation Lunches
• Above and Beyond Awards - Ojo Bucks
• Soak in the Springs for FREE (Monday - Thursday). Free to employee and one guest (over age 13)
• 40% off Spa Treatments (includes private pools and private Ojitos)
• 40% off at the Restaurants
• 20% off at the Gift Shops
• Discounted Lodging Rate
• Hiking Trails
• Yoga Workshops (if space available)