Guest Services Associate I - WorldMark Lake of the Ozarks

Travel + Leisure Co.•Osage Beach, MO

23h

About The Position

The Guest Services Associate provides excellent guest service throughout resort registration and checkout. The role promptly addresses guest needs, shares information about the resort and nearby attractions, maintains unit vacancy inventory, reservations, and room assignments, processes guest folios and payments, and accurately manages cash receipts. The associate maintains company quality standards and follows safety protocols and applicable OSHA and GHS regulations. The position greets guests, completes registration and checkout, issues unit keys, processes cash and credit card transactions, balances receipts, prepares deposits, secures an assigned bank, posts guest charges, and verifies folio charges and credits. It may also involve reserving, confirming, revising, and canceling individual or group reservations; making pre-arrival calls; answering reservation questions; and providing room-rate quotes. The associate responds to guest concerns and works toward resolution, escalating matters to management when appropriate and recommending service recovery. The role coordinates with other departments, supports positive relationships with guests, owners, and associates, and follows internal audit, quality assurance, loss prevention, and resort and department operating procedures. It also requires caring for company property and equipment and handling basic financial transactions.

Requirements

High school diploma or equivalent; experience equivalent to the education requirement may be accepted in lieu of the education requirement.
One year of guest services experience in a hospitality, hotel, or resort environment and/or one year of customer service experience in a service or retail environment.
Excellent communication skills and ability to read, write, and understand English.
Ability to read and comprehend routine instructions, short correspondence, and memos.
Ability to prioritize customer service and solve problems with minimal supervision.
Basic math skills and knowledge of proper cash handling procedures.
Professional appearance and a positive, can-do attitude toward guests and staff.
Ability to multitask and work in a fast-paced environment and change frequently between activities while operating a switchboard or computer keyboard.
Strong organization and attention-to-detail skills.
Ability to work independently or with others as needed.
Basic PC and office skills, including use of fax machines, copiers, and printers.
Ability to use Microsoft Word, Excel, and Outlook and key systems.
Ability to follow detailed instructions, exercise good judgment, and maintain professionalism.

Nice To Haves

Hotel hospitality front-office system knowledge.

Responsibilities

Greet guests promptly in a friendly and professional manner and complete registration procedures.
Issue unit keys and provide information, directions, and details about the resort and area attractions.
Process cash and credit card transactions according to established procedures.
Balance cash receipts and shift work; perform bucket checks; post guest charges; complete cashier and other reports; prepare deposits; and count and secure the assigned bank.
Complete checkout procedures, verify guest folio charges and credits, collect payment, and make change as required.
Reserve and confirm individual or group reservations; process cancellations, revisions, and updates; make pre-arrival informational calls; and answer reservation questions.
Provide room-rate quotes.
Respond to guest inquiries and concerns, work toward resolution, escalate matters requiring management follow-up, and recommend service recovery when appropriate.
Promote teamwork and quality service through communication and coordination with other departments.
Comply with internal audit, quality assurance, loss prevention, resort operating procedures, department procedures, and standard operating procedures.
Exhibit the company’s “Count On Me” philosophy by being responsive, respectful, and focused on delivering a positive experience.
Care for company assets, equipment, supplies, and property, and handle basic financial transactions.
Perform other duties as needed.