Position SummaryThe Guest Services Agents provide exceptional customer service, managing guest check in and check outs, and handling a variety of inquiries and requests for our guests, homeowners, and hosts alike. They are the primary contact for our guests, and handle a variety of tasks related to guest satisfaction, and customer service.Duties and Responsibilities:Welcomes and greets guests, team members, and homeowners alikeChecking in, and Checking out guests in an informative, and efficient mannerAttends to any guest complaint to ensure the guest needs are met, and follow up is completedEnsures correct payment is completed at check in, and check outAble to multitask answering phone calls, answering emails, and assisting guests at the desk, and around the resortResponds to Emergency situationsAnswers all guest inquiries/questions with as much detail as possibleCompletes Daily Paperwork, and balancing payments at the end of each shiftPromotes, and uses internal booking computer systems to book Deerhurst Resort Restaurants, and Activities to increase resort revenuesAll other duties as assignedSkills, Abilities and Attributes:Able to work with others, and also independentlyAble to take initiative within given guidelinesRespond promptly and effectively to guest, and owner inquiries, requests, and concerns, ensuring resolution and guest satisfaction.Pays precise attention to detail, order and cleanlinessHas effective communication skills (verbal, listening, writing)Has professional phone mannerAble to maintain composure and objectivity while dealing with difficult situationsAble to handle problems in the workplace, including anticipating, preventing, identifying and solving problems as necessaryAble to evaluate and select among alternative courses of action quickly and accuratelyIs flexible with their schedule, able to work long hours, shift work, overnights, weekends and holidays as business levels requirePrevious guest service experience in a hospitality setting preferredExcellent communication, organizational, interpersonal, and multitasking skillsEducation and Experience:Bachelor’s degree in Hotel Management, Hospitality, or related field preferredA passion for providing an exceptional experience for our guests, hosts, and homeownersExperience with Opera Cloud PMS is an assetStrong Skill level with Microsoft Office Suite of products, particularly ExcelVisa Requirements: Must be eligible to work in Canada.
