information regarding resort facilities, activities, and guest accommodations. Ensures all transitions meet LASR’s service standards.
ESSENTIAL FUNCTIONS:
Greet guests immediately with a sincere, friendly welcome. Using a positive, clear speaking voice address guest by name and listen carefully to understand requests.
Promptly answer telephone within three rings, using name and pleasant, clear tone of voice.
Complete the registration process by checking guests in according to LASR procedures. Handle cash, make change, and balance and assigned cash drawer. Accept and record vouchers, travelers’ checks, credit cards, and other forms of payment.
Maintain a thorough knowledge of the entire resort, including the spa.
Insure all guest request during stay are completed promptly and in a satisfactory manner.
Close guest accounts at time of check out and ask guest how they enjoyed their stay. In the event of dissatisfaction or a dispute, negotiate a compromise or call manager or reservations to assist with resolution of the guest concern.
Investigate all guest complaints thoroughly. Listen carefully and offer assistance to resolve. If, after offering alternatives, the issue cannot be resolved, obtain management assistance.
Fully responsible for completing all items on the shift checklist daily.
Responsible for proper operation of security gates according to resort procedures.
ADDITIONAL RESPONSIBILITIES:
In addition to the performance of the essential functions, this position may be required to perform additional functions according to the needs of the spa and as assigned by the supervisor. These responsibilities may include but are not limited to:
Escort guests to room and assist them with baggage handling as necessary.
Provide safety deposit box for guests, completing appropriate paperwork.
Operate fax machine and copier as required; insuring guests receive messages and deliveries.
Receive, log-in and deliver packages from UPS, FedEx, etc.
Arrange for guest transportation as needed.
KNOWLEDGE, SKILLS AND ABILITIES:
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
Knowledge:
o Knowledge of effective customer service techniques and skills.
Skills:
o Skilled in use of calculator, fax, copier, personal computer. Familiar with internet navigation and basic micro soft word and excel skills.
Abilities:
o Ability to deal with both external and internal customers, collect information and resolve conflict, using high levels of patience, tact, and diplomacy.
o Ability to stand for long periods of time, carry luggage and drive a vehicle safely.
o Must be able to lift up to 40 lbs.
QUALIFICATION STANDARDS:
Education:
o High school diploma or equivalent.
Experience:
o Prior customer service or hospitality experience preferred.
Licenses and Certifications:
o Valid TX drivers license with a clean record.
Other:
o None.
ORGANIZATIONAL RELATIONSHIPS:
Reports To: Front Office Manager
Supervises: None
Interacts With: Guests, Other Employees, Team Leaders, Vendors
OTHER:
Regular attendance in conformance with LASR and departmental attendance standards is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
Upon employment, all employees are required to fully comply with LASR rules and regulations for the safe and efficient operation of LASR facilities. Employees who violate rules and regulations will be subject to disciplinary action, up to and including termination of employment.
All employees must maintain a neat, clean and well-groomed appearance including adherence to specified standards where applicable.
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