Senior Guest Service Agent

About the Job...

Senior Guest Service Agent Senior Guest Service Agent is the "shift supervisor" when on duty and is responsible for GSA duties along with the completion of supervisory duties for each shift.

Senior Guest Service Agents wear uniforms provided by the company. Employees must bring their own leather, close-toed shoes, matching socks and belt.

REPORTING RELATIONSHIPS:

Reports directly to the Front Office Managers.

RESPONSIBILITIES:

• To provide excellent guest service in an efficient manner.
• To closely monitor guest arrivals to ensure check-ins occur in a timely manner.
• Assist in the resolution of any guest issues that may arise.
• To resolve all room discrepancies with the Housekeeping Department.
• To maintain awareness of available rooms, out-of-order rooms, and activity bookings to maximize sales.
• To run and print all necessary reports throughout shift.
• To assign duties to Front Office employees to ensure completion of shift duties.
• To act as a resource to Front Office employees on difficult, technical procedures or "problem" reservations.
• To monitor staff performance, providing them and the Front Office Manager with feedback.
• Maintain communication logs with staff and managers.
• To monitor and schedule staff meals and breaks.
• To resolve guest relation problems skillfully with willingness and desire to understand a guest's viewpoint and make any necessary billing adjustments so that the guest is satisfied when they leave.
• To perform other duties as assigned and assist other departments as needed.

SKILLS AND KNOWLEDGE:

• Human relations skills. Must be a "people-person" who thrives on public contact.
• Strong communication and interpersonal skills.
• Basic computer skills.
• Excellent sales skills.
• Basic accounting skills.
• Ability to learn quickly and follow instruction accurately.
• Ability to prioritize tasks and move through them in an efficient manner.
• Ability to deal with guests when they are unhappy and work towards resolve.
• Ability to work quickly and thoroughly under pressure.
• Must be flexible and open to changes in procedures.

PHYSICAL REQUIREMENTS:

• Able to lift and carry up to 15 lbs.
• Standing for up to eight hours per shift.
• Requires bending, stretching and reaching throughout a shift up to 8 hours.
• Working with required chemicals.

AUTHORITIES:

To take necessary steps to ensure excellent guest service.
To respond immediately to any unsafe condition.
 

Application
   
Xanterra Parks & Resorts (Authorized Concessioner of the National Park Service) is an equal opportunity employer and does not discriminate against any individual in any phase of employment on the basis of race, color, creed, religion, sexual orientation, national origin, ancestry, veteran status, age, disability or any other legally protected status under applicable law. AA/EOE M/F/D/V