Resort Services Agent

Bass Pro Shops•Ridgedale, MO

About The Position

POSITION SUMMARY: The Big Cedar Resort Services Agents are responsible for the operational duties of the Resort Services department. It is the responsibility of our Resort Services Agents to ensure all guest service standards are being achieved at the highest level of guest relations and customer service business practices.

Requirements

Minimum Degree Required: High School Diploma or Equivalent
2+ years of experience in hospitality telephone communications preferred.
Strong employee relations experience
Writing - Communicating effectively in writing as appropriate for the needs of the audience.
Basic Computer Skills - Proficiency in Microsoft Office: Outlook, Word, Modern Workplace, and Excel. Ability to learn and use HotSOS, Stay, Flybook, Google Forms, etc.)
Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
Analytical/Critical Thinking - The ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in complex data; examine data to identify implications, problems and draw appropriate conclusions; generate alternative solutions to problems; evaluate strengths, weaknesses and consequences of alternative solutions and approaches to solving problems.
Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Ability to follow instructions as directed and work with a sense of urgency
Must be self-motivated and able to work in a team-oriented environment with an emphasis on total guest satisfaction
Ability to focus attention on details
Able to work flexible schedules/shifts as needed for a 7-day operation
Must have the ability to effectively work with internal and external guests, some of whom could require high levels of patience, tact, and diplomacy to defuse anger and resolve conflicts.

Responsibilities

Providing quality work and complete assignments in a thorough, timely, and accurate manner.
Proactively maintaining the skills required to perform job duties.
Ability to multitask, while maintaining a positive demeanor, in a fast-paced demanding environment
Maintaining a professional appearance, demeanor, and reputation.
Knowledgeable of, adhering to, promoting, and enforcing all guest service policies and procedures established within the Big Cedar Lodge Service Standards.
Serving as an ambassador to the Big Cedar Lodge by providing genuine Ozark Hospitality in every interaction with both guests and associates.
Upholding partnership across the company to streamline communications and seek to understand role impacts.
Answering calls promptly and professionally. Routing calls and messages accurately to appropriate departments or individuals.
Staying updated on company policies and offerings. Providing guests with accurate information about services, amenities, and local attractions.
Handling guest complaints or concerns with empathy, efficiency, and a high level of confidentiality. Escalating issues when necessary while maintaining guest satisfaction.
All other duties as assigned.

Benefits

Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions!
Medical
Dental
Vision
Health Savings Account
Flexible Spending Account
Voluntary benefits
401k Retirement Savings
Paid holidays
Paid vacation
Paid sick time
Bass Pro Cares Fund
And more!