Guest Services Agent

Description

Summit County Mountain Retreats is looking for service minded individuals who take pride in providing best-in-class customer service to join our team as a Guest Services Agent. In this role, you will handle a majority of the communication with our guests/clients and ensure that they have a positive and memorable experience from start to finish. With Summit County Mountain Retreats managing well over 500 properties across Summit County, a majority of the communication with our guests will take place via either phone or email.

As a Guest Services Agent, you are the voice of Summit County Mountain Retreats and will serve as the main point of contact before, during, and after the stays of our many guests and clients. Strong customer service, organizational skills, & attention to detail are vital for this position. Each shift, you will be responsible for responding to reservation inquiries, inputting guest and reservation information, providing guests with relevant information pertaining to their stay, answering guest/client questions, and resolving issues or complaints. This will require you to develop an understanding of other departmental functions and processes so you are able to provide guests/clients with the most accurate information. You are also expected to ensure that the housekeeping and maintenance departments are informed of daily arrivals and departures, and any information relating to reservations, guest requests, facilities, or amenities. Additional duties may include making keys, completing or assigning deliveries for guests/clients, assisting other departments with minor tasks, and maintaining office organization.

Requirements

CORE RESPONSIBILITIES

• Greets guests via phone and email in a warm, friendly, and professional manner
• Communicates via phone, email, or in-person with our potential guests, in-house guests, and clients to ensure their stay goes as smoothly as possible
• Accesses unit availability to assist guests with new reservations or make changes to existing reservations
• Assists guests/clients before, during, and after their stay by answering questions and providing information about local attractions and amenities
• Coordinates with other departments to fulfill guest requests
• Monitors housekeeping and maintenance service orders and contact the appropriate department when necessary
• Keeps other departments informed of reservations, guest needs, and other relevant information
• Other tasks include: inputting data, making keys, completing deliveries to guests, and organizing the office

SCHEDULE

• Full-time
• 8 hour shifts
• The office is open seven days a week from 8:00 AM to 9:00 PM during peak season; 8:00 AM to 7:00 PM otherwise.
• A variety of shifts are available within these hours
• Weekends and holidays required

PERKS AND BENEFITS

• Generous PTO accruement
• Paid sick time
• Health insurance
• 401k retirement plan
• Opportunity for performance bonus(s)
• Use of company vehicle (or mileage reimbursement for use of personal vehicle)

QUALIFICATIONS

• Must have local housing (Required)
• Must have valid drivers license (Required)
• High school diploma or equivalent (Required)
• Ability to communicate in English (Required)
• Ability to communicate in Spanish (Preferred)
• Knowledge of the Summit County area (Preferred)
• Prior front desk or hospitality experience is not required, but is preferred

SKILLS

• Excellent customer service skills
• Excellent written and verbal communication skills
• Strong computer and typing skills
• Strong problem solving skills
• Ability to remain composed high stress situations
• Ability to work in a fast paced environment
• Ability to exercise patience when necessary