Guest Services

Castle Hot Springs•Scottsdale, AZ

About The Position

The Guest Services role facilitates the hotel guest experience before arrival by providing consistent, accurate, friendly, and sincere service and coordinating guest services so guests can make the most of their stay. The role advocates for the hotel, creates personal experiences, and builds relationships that encourage guests to return. This position works out of the support office in Scottsdale. The Guest Services team member contacts guests before arrival, answers questions about itineraries, and coordinates customized schedules in Book4Time, including dining reservations, spa services, and activities and adventures. They provide information and advice about resort activities and recreational options on and off site, coordinate transfers, and communicate with hotel departments to anticipate and fulfill guest needs. They gather information from arriving guests and keep reservations and guest profiles complete and up to date in Opera. Additional duties may be assigned by the Guest Services Manager. The role requires a pleasant disposition, strong interpersonal and professional communication skills, effective listening, clear English writing and speaking, attention to detail, and a sales-oriented approach. Computer experience is required. The employee must follow occupational safety and health practices, wear personal protective equipment when required, and comply with appearance guidelines, including wearing proper professional attire and a name badge. The position requires continuous sitting to perform essential job functions and the hearing and visual ability to observe and detect signs of emergency situations.

Requirements

Computer experience is required.
Ability to maintain a pleasant disposition and demonstrate solid interpersonal skills and a positive attitude.
Clear, articulate telephone voice and excellent, professional communication skills.
Ability to listen effectively and speak and write English clearly.
Detailed and sales-oriented approach.
Ability to sit continuously to perform essential job functions.
Hearing and visual ability to observe and detect signs of emergency situations.
Must adhere to occupational safety and health practices, including wearing personal protective equipment when required.
Must maintain a neat, clean, professional appearance and wear the required name badge and proper uniform or attire.

Nice To Haves

Opera and Navis experience preferred.
Hotel or resort concierge, front desk, or reservations experience preferred.
Familiarity with the surrounding area is a plus.

Responsibilities

Contact guests prior to arrival and answer questions about their itineraries.
Coordinate custom guest schedules in Book4Time, including dining reservations, spa services, activities, and adventures.
Provide knowledgeable information about daily in-resort activities and advice on recreational activities at and away from the resort.
Cooperate with and assist Front Office staff and Reservations as applicable.
Reserve and coordinate guest transfers as needed.
Communicate with Front Desk, Food & Beverage, Reservations, Sales, Housekeeping, Bell Staff, Activities, and Spa by telephone, radio, in person, or email to anticipate and fulfill guest needs.
Ensure necessary information is received from arriving guests to support their arrival and comfort before and during their stay.
Keep guest reservations and profiles complete and up to date in Opera, including contact information, address, email, and pertinent notes.
Perform additional duties as requested by the Guest Services Manager.
Follow occupational safety and health practices, wear personal protective equipment when required, and comply with employee appearance guidelines.