Guest Services Attendant

6 days ago

Big Bay Point Rd Innisfil ON LS L Canada Friday Harbour Resort Full time
Role Summary
Reporting to the Guest Services Leadership team the Guest Services Attendant is responsible for greeting and screening visitors, updating membership database, acting as resort operator and performing concierge duties. The Guest Services Attendant will need to anticipate homeowner, member and guest needs and ensure that each guest has a memorable experience.
 
Responsibilities

Welcome and acknowledge each and every guest with a smile, eye contact and a friendly verbal greeting using the guests' names when possible
Answer all telephone inquiries in a polite and friendly manner, following service standard telephone policies
Respond to telephone, e-mail, web, and in-person inquiries from various parties
Database mining to ensure homeowner contact information is up to date (i.e. mailing address, phone number(s) and email address)
Assist Friday Harbour Property Management, Finance, and Membership Sales with administrative duties as assigned
Provide a timely response to homeowner, members and guests inquires and requests
Provide guests with detailed descriptions of activities and events and confirm enrollment or sign up of event with guests
Distribute all requests to the appropriate division in a timely manner
Compute bills and collect payment from guests
Promote recreation activities and outlets and provide concise and accurate directions
Promote memberships to the Marina and Golf Course and provide concise and accurate details
Process Membership Enrollment by creating and assigning Access Cards when appropriate
Observe and report any security issues
Ensure all customer complaints are addressed and handled professionally
Act as an ambassador of the Friday Harbour brand
Maintain the Welcome Centre in a tidy and presentable manner
Check guests in/out of Lake Simcoe Stays units
Answer all inquiries regarding Lake Simcoe Stays and understand how the program works
Compliance with all safety regulations of assigned tasks, and ensure a clean and safe working environment with active participation in the health and safety program
Adhere to all environmental policies and programs as required
Other duties as assigned

Requirements

Degree, diploma or certificate in hospitality, travel and tourism or other related discipline
Previous work experience in guest relations required
Experience in front desk or customer service in a luxury environment required
Strong knowledge of the Resort facilities and services and local area
Must possess excellent customer service skills
Must be computer literate. Preferred candidate will have previous experience with Opera, Xola, Amadeus, Hostaway, Autohost, Smartwaiver, Microsoft Outlook, Word and Excel
Strong verbal and written communication skills
Detail-oriented and works with a high degree of accuracy
Ability to multi-task in a fast-paced environment
Must be extremely responsible with integrity and ability to maintain confidentiality and discretion

Working Conditions

Must be able to work flexible hours including evenings, weekends and holidays
Required to move, lift, carry, pull and place objects weighing less than or equal to 25 pounds without assistance
Stand, sit or walk for an extended period of time or for an entire shift
Reach overhead and below the knees, including bending, twisting and pulling

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