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Guest Services Agent

Company: Kalahari Resorts & Conventions - Round Rock
Location: Round Rock
Posted on: November 22, 2021

Job Description:

JOB SUMMARY
Responsible for providing attentive, courteous, and efficient service to all guests; during check-in throughout their stay, and at checkout, while maximizing room revenue and occupancy.

QUALIFICATION STANDARDS

EDUCATION REQUIREMENTS: A high school diploma or equivalent required.

LICENSE/PERMITS REQUIRED: Valid driver's license.

REQUIRED SKILL: Computer experience required.

KNOWLEDGE OF COMPUTER HARDWARE OR SOFTWARE: Must be proficient in Windows software

PREVIOUS EXPERIENCE REQUIRED: College course work in related field and/or experience in a hotel or resort helpful.

PHYSICAL REQUIREMENTS:
Flexible and long hours sometimes required.
Ability to stand during entire shift.
Light work -- exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

MENTAL REQUIREMENTS:
Must be able to convey information and ideas clearly.
Must be able to evaluate and select among alternative courses of action quickly and accurately.
Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
Must be effective at listening to, understanding, and clarifying the issues raised by Associates, Supervisors, Department Heads, Senior Management, and guests.
Must be able to work well in stressful, high pressure situations.
Must be able to work with and understand financial information and data, and basic arithmetic functions.
Must maintain composure and objectivity under pressure.

ESSENTIAL DUTIES & FUNCTIONS:
Approach all encounters with guests and associates in a friendly, service-oriented manner.
Maintain regular attendance in compliance with Kalahari Resort standards, as required by scheduling which will vary according to the needs of the resort.
Maintain high standards of personal appearance and grooming, which include wearing the proper uniform, nametag, Promise button, when working.
Comply at all times with Kalahari Resort standards and regulations to encourage safe and efficient resort operations.
Maintain a friendly and warm demeanor at all times.
Associates are at all times attentive, friendly, helpful and courteous to all guests. Managers and fellow associates.
Obtain all necessary information when taking room, cabana, and bungalow reservations and follow the rate-quoting scenario.
Fully comprehend and operate all relevant aspects of the Front Desk computer system, copiers, fax machines and other office equipment.
Be aware of all rates, packages, and promotions at the resort.
Be familiar with all in-house groups and activities.
Follow and enforce all Kalahari Resort cash handling and credit/debit policies.
Maintain proper operation of the PBX console and ensure that all standards are met, if applicable.
Establish and maintain good communications and teamwork with fellow associates and other departments within the resort.
Have knowledge of and assist in all emergency procedures as required.
Ensure that all guests are checked in/out in a friendly, efficient, courteous and confidential manner based on resort standards.
Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
Greet and welcome all guests approaching the Front Desk in accordance with Kalahari Resort standards.
Answer guest inquiries about resort services, facilities and hours of operation in a timely manner.
Review Front Office Log and Trace File daily.
Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
Be familiar with all in-house groups.
Be aware of closed out and restricted dates or minimums.
Be familiar with hospitality terminology.
Use proper two-way radio etiquette at all times when communicating with other associates.
Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
Be able to complete a room rate verification report, housekeeping report and other front office checklists.
Responsible for issued house bank.
Balance and prepare individual paperwork for closing of shift according to resort standards.
Maintain and market promotions and guest programs.
The ability to be proactive, flexible and take on the most effective roll at any given time.
Maintain a clean work area.
Assist guests with safe deposit boxes.
Attend meetings/training as required by management.
Perform other duties as requested by management.

Keywords: Kalahari Resorts & Conventions - Round Rock, Round Rock , Guest Services Agent, Sales , Round Rock, Texas

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