Guest Services Associate

Wilderness Resort • Sevierville, TN

10d

About The Position

JOB SUMMARY: Accommodate resort guests by registering and assigning rooms to guests, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests’ accounts, making and confirming reservations and presenting statement to and collecting payments from departing guests. Provide excellent customer service to our guests. ESSENTIAL DUTIES AND RESPONSIBILITIES: This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time-to-time. All job duties relative to guest service: greet, register, assign rooms, verify credit, compute bills, collect payments and make change for guests, etc. Perform bookkeeping activities such as: balancing cash and guest accounts; review accounts and charges with guests during the check-out process; post charges for rooms, food & beverage and other miscellaneous charges; assist in solving billing discrepancies. Attend training sessions and practice training initiatives. Strive to be the best through knowledge of products, policies, procedures & knowledge of techniques, skills, equipment, procedures and materials. All other duties as assigned by management. SUPERVISORY RESPONSIBILITIES: N/A QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Experience with or ability to learn the reservations system used at the resort. Excellent verbal and written communication skills. Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflict. Knowledge of local area – such as places to each, attractions, able to give directions, etc. Excellent time management skills (i.e. multi-tasking and effective follow-up) and problem resolution skills. Ability to gather and analyze information from various sources and choose a reasonable/responsible course of action. Ability to be creative while staying within established guidelines when responding to guest requests. EDUCATION and/or EXPERIENCE: High school diploma or general education degree (GED) along with one to three months related experience and/or training. Customer service background preferred.

Requirements

• Experience with or ability to learn the reservations system used at the resort.
• Excellent verbal and written communication skills. Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflict.
• Knowledge of local area – such as places to each, attractions, able to give directions, etc.
• Excellent time management skills (i.e. multi-tasking and effective follow-up) and problem resolution skills.
• Ability to gather and analyze information from various sources and choose a reasonable/responsible course of action.
• Ability to be creative while staying within established guidelines when responding to guest requests.
• High school diploma or general education degree (GED) along with one to three months related experience and/or training.
• Proficiency in English language is required in order to effectively communicate with guests/associates.
• Ability to recognize numbers, add and subtract two-digit numbers and measuring units.
• Ability to apply common sense understanding to carry out simple one, or two-step instructions. Ability to deal with standardized situations with only occasional or no variables.
• Willingness to perform any required task within associate’s capabilities in order to effectively meet the needs of the company/guests.
• Ability to get along well with others.

Nice To Haves

• Customer service background preferred.

Responsibilities

• Accommodate resort guests by registering and assigning rooms to guests, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests’ accounts, making and confirming reservations and presenting statement to and collecting payments from departing guests.
• Greet, register, assign rooms, verify credit, compute bills, collect payments and make change for guests, etc.
• Perform bookkeeping activities such as: balancing cash and guest accounts; review accounts and charges with guests during the check-out process; post charges for rooms, food & beverage and other miscellaneous charges; assist in solving billing discrepancies.
• Attend training sessions and practice training initiatives.
• Strive to be the best through knowledge of products, policies, procedures & knowledge of techniques, skills, equipment, procedures and materials.
• All other duties as assigned by management.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees