Guest Services

Castle Hot Springs • Scottsdale, AZ

8d • Onsite

About The Position

The Guest Services role facilitates hotel guests’ experiences before arrival, providing consistent, accurate, friendly, and sincere service and coordinating activities so guests can make the most of their stay. The position acts as an advocate for the hotel, creates personal experiences, and builds guest relationships that encourage return visits. This position works out of the support office in Scottsdale.

The Guest Services team member contacts guests before arrival, answers itinerary questions, coordinates personalized schedules and reservations, and shares information about resort activities. The role coordinates guest transfers and collaborates with multiple hotel departments to anticipate and fulfill guest needs. It also ensures guest information is received and guest reservations and profiles are complete and current in Opera.

The position requires a pleasant disposition, strong interpersonal and professional communication skills, computer experience, and the ability to listen, speak, and write clearly in English. Opera and Navis experience and hotel, resort concierge, front desk, or reservations experience are preferred. The employee must maintain professional appearance and follow occupational safety and health practices, including wearing personal protective equipment when required.

Requirements

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

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

• Ensure contact with guests prior to arrival.
• Answer questions about guest itineraries before arrival.
• Coordinate custom schedules using Book4Time, including dining reservations, spa services, activities, and adventures.
• Provide knowledgeable information on daily in-resort activities.
• Cooperate with and assist Front Office and reservations staff as applicable.
• Answer guest questions and provide knowledgeable advice about recreational activities on and offsite at the resort.
• Reserve and coordinate guest transfers as needed.
• Communicate with the Front Desk, Food & Beverage, Reservations, Sales, Housekeeping, Bell Staff, Activities, and Spa teams to anticipate and execute guest needs.
• Ensure necessary information is received from arriving guests to facilitate their arrival and comfort before and during their stay.
• Keep guest reservations and profiles complete and current in Opera, including contact information, address, email, and pertinent notes.
• Perform additional duties as requested by the Guest Services Manager.
• Follow employee appearance guidelines and wear the required name badge and uniform.
• Adhere to occupational safety and health practices, including wearing personal protective equipment when required.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Company-paid life insurance
• Company-paid long-term disability
• Direct deposit
• Flexible spending account
• 401(k) with company match

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed