Job Description - Non-Exempt
Position Title: Guest Services Associate
Reports To:
FLSA Status: Non-Exempt
Purpose
The Guest Services Associate is responsible for interacting with Capital Vacations guests and owners via telephone or in-person to gain or provide information in response to inquiries or requests while ensuring an enjoyable customer service experience.
The Guest Services Associate checks in guests and Owners for presentations and provides back-up for gifting and welcome center.
Principal Duties and Responsibilities
Greets and checks in guests and Owners
Resolves customer complaints and ensures the smooth operation of the Guest Services Department
Completes Pre-Arrival calls to all mini-vac package guests
Prepares tour flow, prints gifting
Runs and prepares reports at both opening and closing
Completes 6-week projections and In-House reports as requested
Communicates all pertinent and required information/reports to DOS, DOM, MOM, TO, etc.
Answers phones
Makes reservations
Prepares and runs daily gifting inventory audit
Provides backup for gifting, welcome center, and contracts departments
Calls no shows and reschedule
Fulfills any additional duties as required
General Statement - Performs the job assigned, complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity.
Job Requirements
Education, Essential Training / Certifications, and Experience:
High School Diploma/GED
Prior Front Desk/Customer Service experience in a resort or hotel environment
Skills, Knowledge, and Abilities:
Basic computer skills
Attention to detail
Customer Service skills
Ability to work with minimal supervision
Excellent verbal and written communication skills
Flexible schedule-working holidays and weekends are a must
Shift: 40-hour work week, which will include holidays and weekends; additional hours may be necessary to accommodate tour flow
Regular Hours and Weekend
Travel:
None
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