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Guest Services Agent

2 weeks ago

Tofino British Columbia Canada Surf Grove Campground Full time

Position Title: Guest Services Agent

Department: Guest Services

Schedule: As operations require, including weekends and statutory holidays

Start Date: Looking to onboard new staff between March and June for the 2025 season

POSITION SUMMARY

Reporting to the Guest Services Manager and Supervisor(s) the Guest Services Agent will ensure an optimal guest experience through the highest quality of customer service. The Guest Services Agent promotes a positive image of the property to guests, and must be pleasant, friendly and able to address problems or special requests.

KEY RESPONSIBILITIES

The key responsibilities of the position include but are not limited to:

-Provide 5-star customer service to all guests.

-Acknowledge and greet guests with a warm and friendly greeting.

-Maintain a high level of customer service at all times, develop relationships with guests, repeat and future guests to provide maximum personalized guest experience.

-Answer phone calls and respond to guest emails in a professional, courteous manner.

-Reserve and assist guests with the booking processes.

-Resolve complaints - if a complaint cannot be resolved then forward to the appropriate member of the management team to follow through.

-Collect Campground revenue by entering services and changes, computing bills and obtaining payments accurately.

-Answer all inquiries, concerns or requests in a timely manner.

-Report deficiency issues to the maintenance department.

-Stay current on local attractions, events and amenities.

-Ensure professional presentation of front and back offices at all times.

-Work closely with the other departments to ensure guest satisfaction.

-Comply with all Campground safety guidelines and be familiar with emergency procedures.

-Perform other job-related duties and special projects assigned.

QUALIFICATIONS AND TECHNICAL EXPERIENCE

-Great customer service skills, communication skills and organizational skills.

-Ability to work well unsupervised, at a fast pace while maintaining quality standards.

-Highly responsible and reliable.

-Impeccable grooming and presentation.

-Proficient in English both verbally and in written work.

-Previous Guest/Customer Services experience and RV/Camp trailers is an asset.

Physical Demands

Must be physically fit and able to lift moderately heavy items, along with movements such as bending, stooping, kneeling and climbing stairs when required. In addition will be required to perform repetitive tasks and stand on feet/or walk for long periods of time.