Guest Service Representative - Nomad - Park Mgm

PRIMARY PURPOSE:

As a Guest Services Representative II, you will set the stage for the guest experience with your welcoming smile and service. By understanding their unique stories and needs, you will own their experience to create WOW moments and memories they will carry with them beyond their stay with us.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Operate the beeper system and operate the TDD machine
• Provide dispatch services for guest requests related to luggage assistance, room service orders, housekeeping amenities, wake-up calls, check-outs, early arrivals and late departures, messages, paging, long-distance assistance, and other special services requested by guests or administrative personnel
• Provide management with important observations gathered from customer interactions offering suggestions to improve process, product, or service offerings
• Dispatch bell and limo runs in accordance with front service department policies and procedures
• Maintain accurate records for all requests
• Handle all incoming and outgoing calls in a courteous, efficient, and enthusiastic manner as outlined by Company and Departmental standards while maintaining composure and tact throughout a high volume of the repetitive customer, coworker, and intra-department interactions in a fast-paced environment
• Inform guests of property functions and facilities upon request
• Maintain complete knowledge of all room service menu items, recommend or suggest additional food items
• Perform data entry for requested services in housekeeping, front desk, bell, limo, facilities, and room service

MINIMUM REQUIREMENTS:

• One (1) year of related experience
• High school diploma or equivalent

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of accommodations and amenities
• Ability to multi-task and work well in a fast-paced, team-oriented environment
• Basic knowledge of computer software including Outlook, MS Word, Excel, and PowerPoint as well as office equipment, i.e. telephone, copier, fax machine
• Excellent customer service skills and interpersonal skills to effectively communicate with all business contacts
• Perception and awareness of individual needs and the ability to handle all situations calmly and professionally
• Maintain a professional, neat, and well-groomed appearance adhering to company standards
• Able to effectively communicate in English, in both written and verbal forms
• Effective listening abilities with strong judgment skills
• Ability to work under pressure
• Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular attention to detail