Position Summary: The Guest Services Agent is the main contact for guests during their stay and sets the standard for an exceptional resort experience. 

We value our associates’ time and efforts. Our commitment to your success is enhanced by our competitive compensation and extensive benefits package including:

7 Paid holidays
2 weeks annual PTO
Full 401K match up to 6%
Tuition Reimbursement
Benefit options including Health, Vision, and Dental 
Company paid STD and LTD

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Ensures an efficient and customer friendly check-in/check-out process for all guests.  

• Exemplifies genuine hospitality standards and makes each guest feel welcomed and appreciated; Anticipated customer service needs and thanks customers with genuine appreciation.   

• Strives to gain guest name recognition.  

• Answers telephones using appropriate etiquette to book reservations or assist with existing reservations, including booking stays at other communities in the company portfolio.  Follows procedure to make, cancel or change reservations.  Maintains guest database and profiles.    

• Assists guests with concierge services, including resort store purchases, personal planning services including offers to arrange dining reservations, golf tee times (property specific) and activities and stay upgrades; Maintains excellent understanding of amenities and activities at the resort.    

• Asks guests for extensions on their stay, consumer reviews and guest referrals.    

• Handles guest requests and complaints with guest satisfaction as the priority.    

• Processes reservation, merchandise, ticket and fee-based activities payments; Responsible for accurate cash handling procedures and making daily deposits.      

• Assists with resort communications, marketing materials and guest check in packages as instructed by General Manager.    

• Accepts maintenance work orders and housekeeping turnover requirements for the resort. Coordinates with other departments to provide an exceptional guest experience.    

• Performs various administrative tasks, including answering multi-line phones, typing, computer and data entry.    

• Handles restocking items in assigned area as needed during shift.  This includes facing, restocking, cleaning and sanitizing resort store fixtures and food and beverage equipment.    

• Ability to work a flexible schedule including evenings, weekends and holidays. 

• Performs other related duties as assigned. 

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

Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments. 

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings. 

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed. 

Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information. 

Dependability - Commits to doing the best job possible. Follows instruction. Keeps commitments. Meets attendance and punctuality guidelines. Responds to requests for service and assistance. Takes responsibility for own actions. 

Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events. 

Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time. 

Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed. 

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. 

Education/Experience: 

• High school diploma or general education degree (GED) 

• Minimum two years’ administrative experience 

• RV resort office or hotel front desk experience a plus 

Language Ability: 

​​Read and comprehend simple instructions, short correspondence and memos. Write simple correspondence. Effectively present information in one-on-one and small group situations to customers, clients and other employees.​ 

Mathematical Ability: 

​​Add and subtract two digit numbers and multiply/divide with 10's and 100's. Perform these operations using units of American money and weight measurement, volume and distance.​ 

Reasoning Ability: 

​​Apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Deal with problems involving a few concrete variables in standardized situations.​ 

Computer Skills: 

Basic knowledge of Microsoft Office suite 

Campspot experience a plus 

Certificates and Licenses: 

None 

Supervisory Responsibilities:   

This job has no supervisory responsibilities. 

Work Environment:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee will occasionally be exposed to outdoor weather conditions.  The noise level in the work environment is usually moderate. 

Physical Demands:  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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is frequently required to stand; use hands to finger, handle or feel and talk or hear.  The employee is occasionally required to walk; sit; reach with hands and arms and stoop, kneel, crouch or crawl. The employee must be able to occasionally lift and/or move up to 25 pounds.   

Acknowledgement 

The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.