Guest Services Rep - Front Desk - Brasstown Valley Resort & Spa

Summary: Under the direct supervision of the Front Desk Manager and/or Front Desk Supervisor, this position accommodates guests of Brasstown Valley Resort.

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.

Essential Functions:

• Greets, registers and assigns rooms to guests.
• Issues room key.
• Assists in pre-registration and blocking of reservations when necessary.
• Answers inquiries pertaining to Brasstown Valley Resort, shopping, dining, entertainment and travel directions.
• Keeps records of room availability and guests’ accounts.
• Computes bill and collects payment for guests.
• Makes and confirms reservations.
• Posts charges such as room, food, or telephone to guest’s accounts.
• Follows all cash handling procedures as established by Accounting.
• Develops a thorough knowledge of room types, locations and selling strategies.
• Knowledgeable of resort amenities and hours of operation.
• Performs the duties of a PBX operator by answering switchboard, directing calls to proper locations, monitoring surveillance cameras, contacting personnel via paging system.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

• Customer Service – Managers difficult or emotional customer situations; responds promptly to customer needs; Adheres to the Coral Hospitality Basics of Service standards.
• Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
• Ethics – Treats people with respect; Works with integrity and ethically
• Organizational Support – Follows policies and procedures; completes administrative tasks correctly and on time; supports organizational goals and values.
• Professionalism - Approaches others in a tactful manner; reacts well under pressure.
• Quality - Demonstrates accuracy and thoroughness.
• Quantity - Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.
• Attendance/Punctuality - Is consistently at work and on time.
• Dependability - Follows instructions, responds to management direction.
• Initiative – Asks for and offers help when needed.

Education and/or Experience: High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience

Language Skills: Ability to read and comprehend simple instructions, short correspondence and memos. Ability to write simple correspondence. Ability to effectively present information to customers, guests and employees of the organization.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form

Computer Skills: Proficient in Microsoft Office Products; Word, Excel, and PowerPoint required. Must be proficient with retail point-of-sale systems.

Physical Demands 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. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms’ climb or balance and stoop, kneel, crouch or crawl. The employee must regularly lift and/or move up to 10 pounds.

Work Environment: While performing the duties of this job, the employee is regularly required to stand. The employee is occasionally required to sit, walk and use hands to finger, handle or feel. The noise level in the work environment is usually moderate

Travel: No travel is expected for this position.