Title: Guest Services Associate
Reports To: Retail Manager
Department: Retail
Summary of Position:
Provide exemplary customer service to all guests by being a knowledgeable information resource regarding area amenities and activities.
Responsibilities:
- As a first point of contact for guests, always respond in a professional and courteous manner to all inquiries and guest needs.
- Ensure all phone calls are answered in a prompt manner and callers are treated with kindness and courtesy.
- Respond, in a timely manner, to email reservation requests.
- If called upon in an emergency, follow company processes for notifying management and dispatch services.
- Track and report data as requested by management.
- Assist in parking lot management and be available to work in the outdoors directing traffic, if necessary.
- Support and understand the company’s ISO management systems, policies, goals and initiatives and meet the specific responsibilities within these areas
- Other duties as assigned and as identified on duties checklist
Position Requirements:
- Must be organized and detail/task oriented
- Possess effective, friendly, professional communication style, both written and verbal
- Must be outgoing and comfortable when engaging others in conversation
- Must be calm under pressure
- Must be able to problem-solve quickly and effectively
- Must be able to work days, nights and holidays when necessary
- Familiarity with basic email and spreadsheet applications
- Possess basic computer skills in Microsoft Office
- Possess ability to multitask, (i.e., speak on the phone, work on a computer while handling the public)
- Must be able to lift up to 25 lbs., and perform bending, twisting, squatting activities while being on feet for up to 8 hours per day.
Knowledge and Experience:
Education:
High School Diploma or equivalent required
Experience: Previous customer service experience preferred
Resort/National Park experience preferred
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