What are the responsibilities and job description for the Guest Services Agent position at Spinnaker Resorts?
WHO WE ARE
Spinnaker Resorts develops, markets and provides property management for 12 resorts that offer different experiences, as each location has unique topography and local flavor. From the low-key coastal paradise of Hilton Head Island, South Carolina, to the sunny shores of Ormond Beach, Florida, to the neon and natural draw of the Ozarks in Branson, Missouri, or to the historical charm of Williamsburg, Virginia – Spinnaker Resorts has developed resorts that our owners and guests love to return to after previously experiencing vacation days filled with leisure and exploration.
An award-winning vacation ownership company, Spinnaker Resorts offers a variety of opportunities for talented individuals who seek a rewarding career in helping make vacation ownership dreams come true. What makes us memorable, in addition to our excellent quality accommodations, amenities and property management, is our company’s exceptional customer service and dedication to our owners and guests.
As we continue to expand our operations, consider starting a career with a company made up of over 600 industry professionals dedicated to one common goal: providing our owners and guests with the most extraordinary vacation experience possible.
Click here to meet the Spinnaker Family! Testimonials from team members from various locations and roles. Could you see yourself joining our team?
DUTIES AND RESPONSIBILITIES:
- Greet and assist owners/guests with check-in, check-out, and general inquiries while exhibiting a positive attitude, friendly demeanor, and professional appearance to all owners/guests, ensuring a high level of guest satisfaction.
- Provide information on resort amenities, activities, and local attractions to enhance the guest experience.
- Monitor and update resort systems for room availability and bookings, process payments, and update owners/guests’ information in the SPI “property management system”.
- Address owners/guests’ requests, complaints, and concerns promptly, ensuring satisfaction and resolving issues within scope of authority.
- Coordinate room assignments based on guest preferences and resort standards.
- Stay up to date on unit statuses and follow up with owners/guests to ensure satisfaction by doing courtesy call.
- Dispatch maintenance and housekeeping work orders by using HOTSOS system to address owners/guests’ needs, facility issues, and update housekeeping reports.
- Facilitate clear communication between the front desk and other departments to ensure seamless service.
- Assist with emergency response by coordinating with security, management, and emergency services as needed.
- Maintain owners/guests’ records securely, ensuring confidentiality and compliance with SDC Properties policies.
- Assist with administrative tasks, including phone calls, emails, and general communication.
- Ensure a clean and organized front desk area to create a professional guest environment.
- Collaborate with Front Desk Manager and Supervisors to maintain efficient and accurate operations.
- Assist other departments, including cleaning the Aquatic Center and distributing pool towels as required.
- Enforce uniform standards and high service excellence, striving for a 4.7 or higher rating on comments cards and RCI standards.
- Perform additional duties as assigned by the supervisor to address business needs.
- High School Diploma or GED required. Significant related experience may substitute for education.
- At least one (1) years of customer service experience.
- Knowledge of dispatch procedures and resort management systems (e.g., SPI, HOTSOS), preferred.
- Basic knowledge of vacation ownership, travel exchange companies, resort services, activities, and local attractions to assist guests.
- Demonstrated knowledge of computers and their various software applications required.
- Knowledge of standard office practices, procedures, routines, and equipment.
- Strong attention to detail.
- Ability to communicate effectively, both verbally and in writing.
- Ability to establish and maintain effective working relationships with peers, employees, and management.
- Ability to exhibit excellent guest relations skills.
- Ability to deal effectively with conflict and manage difficult guest relation situations.
- Ability to multi-task and effectively perform duties.
- Ability to accept new and changing responsibilities.
- Knowledge of Spinnaker Resorts and or the timeshare industry
Physical Demands:
Primary functions require sufficient physical ability and mobility to work in a Guest Services setting; to stand for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull up to 40 pounds of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate information.
Working Conditions:
Full time position: varied work schedules to include evening, night, holiday, and weekend hours. Occasional overtime may be required based on business demands and inclement weather.
Environment:
Work is performed primarily in a fast-paced environment with frequent interruptions.
BENEFITS (if eligible)
- Weekly Pay and Direct Deposit
- Health Insurance (Medical/Vision/Dental)
- Company-Paid Life Insurance
- Paid Time Off (PTO) Program
- Paid Vacation and Holiday Pay
- 401 (K) Retirement Plan with a Company Match (based on eligibility)
- Employee Wellness Programs
- Fitness Center Reimbursement
- Ongoing Professional Development Opportunities
- Employee Family & Friends Discounted Stays
- Various Employee Discounts (Local Businesses and National Retailers)
- Employee Recognition and Appreciation Events (Annual Employee Picnic & Holiday Party)
- Company-Supplied Uniforms and Equipment (Applicable Positions)
- Flexible Work Schedules
