LOD - Front Desk Guest Service Rep

JOB DESCRIPTION

POSITION: Guest Service Representative – Front Desk

FLSA: Non-Exempt

DEPARTMENT: Front Desk

REPORTS TO: Front Desk Manager; Front Desk Supervisor; Director of Lodging

SUMMARY: Guest Service Representatives are typically the first line of customer service for Wintergreen Resort. Because their attitude and behavior greatly influence our guest’s impressions, our Front Desk staff must demonstrate the highest commitment to guest service; always being courteous and helpful, ensuring the best experience for each and every guest.

As a Guest Service Representative, you have the opportunity to greet each guest upon arrival, assist with registration and check out, offer additional services and amenities, and answer questions about the local community or other matters of public interest. Because the front desk is one of the best resources for information and communication, GSA’s must have excellent communication skills and the ability to provide current and accurate information to guests, visitors, property owners, members and fellow employees regarding reservations, accommodations, availability, packages, events, services and facilities. The ability to maintain a professional and pleasant demeanor is also key when working to resolve guest complaints and under stressful situations. GSA’s are also responsible for reporting problems with guest rooms or public facilities to members of the Housekeeping or maintenance staff so that they may be resolved in a timely fashion.

ESSENTIAL FUNCTIONS: Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this position; employees may be assigned other duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to the following:

SPECIFIC DUTIES/RESPONSIBILITIES:

• Provide superior customer service to all visitors, guests, owners, members and resort staff.
• Assist guests and other Front Desk staff with registration, check-in and check-out procedures.
• Have the ability to learn the amenities of the resort and offer appropriate packages to guests to provide the best experience.
• Promote resort activities and options to resort guests upon registration. Facilitate reservations for golf, restaurants, activities/massages, tennis, spa, ski or special events whenever possible.
• Correspond with guests, staff, and others through the use of telephone, fax, email, switchboard.
• To the best of your ability, assist guests and others by providing answers, information, and help by all means possible.
• Properly maintain a cashier bank issued from Resort Accounting. Follow company procedures in cash handling, locking, check cashing and cashier reporting.
• Understand and follow appearance and uniform requirements at the Front Desk.
• Report unusual or outstanding situations to the Front Desk Supervisor or Front Desk Manager. Take immediate action in emergencies. Report all accidents to the Front Desk Supervisor/Manager/Assistant Manager or Director of Lodging.

MINIMUM QUALIFICATIONS: Knowledge of:Skill & Abilities in:

• Ability to demonstrate positive enthusiasm and confidence when representing Wintergreen to guests, owners and fellow associates.
• Understand, enjoy and demonstrate a propensity for outstanding customer service.
• Excellent verbal communication skills, and ability to handle multi-line telephone system.
• Ability to work independently, yet know when to seek assistance.

Education, Training and Experience Guidelines:

LICENSE AND CERTIFICATION REQUIREMENT(S):

PHYSICAL DEMANDS AND WORKING ENVIRONMENT:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other characteristic protected by applicable law.

BENEFITS OF WORKING AT WINTERGREEN:

Wintergreen Resort is a place for mountain lovers, adventure seekers and outdoor explorers. A place to chase new experiences, marvel at the unexpected, and build new relationships that will keep you coming back for more. We work to play! We work in a fun-filled, beautiful resort setting and have a competitive compensation with a comprehensive benefit portfolio for full time associates: (Medical, Dental, Vision, Life, Short and Long Term Disability Insurances as well as Paid Time Off and a 401K plan). Our unique Recreational Benefit Package offers associates free and/or discounted resort activities, services and products.

We have many fantastic opportunities available from our spectacular, sweeping mountain slopes to our beautiful valley and lake. If this position isn’t quite what you are looking for, please visit our career page for even more open positions: Wintergreen Resort: Premier Blue Ridge Mountain Ski, Golf, Tennis, Spa and Family Vacation Resort in Virginia.