Owner Services Staff

Position Title: Owner Services Agent

Resort and Location: The Grandview at Las Vegas

Department: Owner Services

FLSA Status: Non-Exempt

Reports To: Owner Services Manager

Experience in Reservation/Owner Services at a Hotel/Resort/Time Share Industry is strongly preferred.

Schedule: Must be able to work Evenings, Friday, Saturday, Sunday and Holidays

Position Summary:

The Owner Services Agent will report to the Owner Services Manager.

Core responsibilities include the following, but are not limited to: Providing prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information by performing the following duties personally or though subordinates.

Specific Responsibilities:

• Maintains complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintains complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipates guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintains positive guest relations at all times; resolves guest complaints, ensuring guest satisfaction.
• Monitors and maintains cleanliness, sanitation and organization of assigned work areas. Maintains complete knowledge of: a) All resort facilities/services; b) All guest room layouts, bed types, and décor; c) Room availability for any given day; d) Restricted dates, rates and room types; e) All room rates, packages and promotions; f) Specific arrangements between resort and travel agencies ; describes amenities
• Sets up work station with necessary supplies and resource materials.
• Answers telephone calls within 3 rings, using correct salutations and telephone etiquette.
• Processes all reservation requests.
• Ascertains callers' needs through open-ended questions.
• Accommodates special requests and designate such in system.
• Accesses guest history records to best service guests; maintain accurate information in guest history files.
• Verifies all reservation information with caller to ensure accuracy.
• Maintains a friendly, professional, cheerful and courteous demeanor always
• Always Ensures Outstanding customer care
• Performs other duties as assigned, requested or deemed necessary by management.

Position Requirements (Skills/Abilities):

Experience:

One to three years of hospitality-related experience is preferred. Prior customer service or call center experience a plus. Timeshare or Resort experience highly desirable. Must be able to manage multiple priorities simultaneously; communicate effectively at all levels; and demonstrate the ability to analyze and resolve problems. Must possess significant computer software program experience, especially Excel, Word and timeshare software.

Education: High School diploma or GED required.

Physical Demands:

While performing the duties of this job the employee is required to walk, stand, stoop, kneel, crouch or crawl. The employee is required to use his/her hands and fingers to feel, and reach for objects of various sizes, shapes and weight.

The employee will occasionally be required to climb a step ladder or balance and, to talk, hear and/or smell. The employee must regularly push, pull, lift and/or move up to 10 lbs. And occasionally push, pull, lift and/or move 25 or more pounds with assistance. Specific Vision abilities required for this job include Close vision, Distance vision, color vision, peripheral vision, depth perception and ability to focus in various settings. Good Customer Service skills are a must.

Standards of Appearance:

This position is highly visible in all resort areas, team members must present a clean professional appearance and must adhered to Daily Management, Inc., Local Standard Operating Procedures-Standards of Appearance.

Standards of Conduct:

The high ethical standards of Daily Management, Inc. must be upheld by all members of the management team. The policies relative to press relations, equal opportunity, discrimination, sexual harassment, vendor relations, alcohol consumption, etc., stated in the Team Member handbook and manuals are inviolable. We pride ourselves on providing a professional caring atmosphere for guests and fellow team members and will achieve this goal through responsible action as individuals and as a group.

EEO ADA M/F VET DISABLED