What are the responsibilities and job description for the Guest Services Associate position at Wilderness at the Smokies?
JOB SUMMARY: Accommodate resort guests by registering and assigning rooms to guests, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests’ accounts, making and confirming reservations and presenting statement to and collecting payments from departing guests. Provide excellent customer service to our guests.
GUEST SERVICES ASSOCIATE ESSENTIAL DUTIES AND RESPONSIBILITIES: This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time-to-time.
*All job duties relative to guest service: greet, register, assign rooms, verify credit, compute bills, collect payments and make change for guests, etc.
*Perform bookkeeping activities such as: balancing cash and guest accounts; review accounts and charges with guests during the check-out process; post charges for rooms, food & beverage and other miscellaneous charges; assist in solving billing discrepancies.
*Attend training sessions and practice training initiatives.
*Strive to be the best through knowledge of products, policies, procedures & knowledge of techniques, skills, equipment, procedures and materials.
*All other duties as assigned by management.
GUEST SERVICES ASSOCIATE QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
*Experience with or ability to learn the reservations system used at the resort.
*Excellent verbal and written communication skills. Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflict.
*Knowledge of local area – such as places to each, attractions, able to give directions, etc.
*Excellent time management skills (i.e. multi-tasking and effective follow-up) and problem resolution skills.
*Ability to gather and analyze information from various sources and choose a reasonable/responsible course of action.
*Ability to be creative while staying within established guidelines when responding to guest requests.
GUEST SERVICES EDUCATION and/or EXPERIENCE: High school diploma or general education degree (GED) along with one to three months related experience and/or training. Customer service background preferred.
LANGUAGE SKILLS: Proficiency in English language is required in order to effectively communicate with guests/associates.
MATHEMATICAL SKILLS: Ability to recognize numbers, add and subtract two-digit numbers and measuring units.
REASONING ABILITY: Ability to apply common sense understanding to carry out simple one, or two-step instructions. Ability to deal with standardized situations with only occasional or no variables.
OTHER QUALIFICATIONS: Willingness to perform any required task within associate’s capabilities in order to effectively meet the needs of the company/guests. Ability to get along well with others.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Job Type: Full-time
Pay: $12.00 - $12.75 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
- 10 hour shift
- 8 hour shift
- Day shift
- Holidays
- Night shift
- Overtime
- Weekend availability
Supplemental Pay:
- Bonus pay
- Commission pay
COVID-19 considerations:
https://www.wildernessatthesmokies.com/covid-19-reopening/
Education:
- High school or equivalent (Preferred)
Experience:
- Hotel Experience: 1 year (Preferred)
- Front Desk: 1 year (Preferred)
Work Location:
- One location
Work Remotely:
- No
Work Location: One location