Position Summary
The Guest Services Agents provide exceptional customer service, managing guest check in and check outs, and handling a variety of inquiries and requests for our guests, homeowners, and hosts alike. They are the primary contact for our guests, and handle a variety of tasks related to guest satisfaction, and customer service.
Duties and Responsibilities:
Welcomes and greets guests, team members, and homeowners alike
Checking in, and Checking out guests in an informative, and efficient manner
Attends to any guest complaint to ensure the guest needs are met, and follow up is completed
Ensures correct payment is completed at check in, and check out
Able to multitask answering phone calls, answering emails, and assisting guests at the desk, and around the resort
Responds to Emergency situations
Answers all guest inquiries/questions with as much detail as possible
Completes Daily Paperwork, and balancing payments at the end of each shift
Promotes, and uses internal booking computer systems to book Deerhurst Resort Restaurants, and Activities to increase resort revenues
All other duties as assigned
Skills, Abilities and Attributes:
Able to work with others, and also independently
Able to take initiative within given guidelines
Respond promptly and effectively to guest, and owner inquiries, requests, and concerns, ensuring resolution and guest satisfaction.
Pays precise attention to detail, order and cleanliness
Has effective communication skills (verbal, listening, writing)
Has professional phone manner
Able to maintain composure and objectivity while dealing with difficult situations
Able to handle problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary
Able to evaluate and select among alternative courses of action quickly and accurately
Is flexible with their schedule, able to work long hours, shift work, overnights, weekends and holidays as business levels require
Previous guest service experience in a hospitality setting preferred
Excellent communication, organizational, interpersonal, and multitasking skills
Education and Experience:
Bachelor’s degree in Hotel Management, Hospitality, or related field preferred
A passion for providing an exceptional experience for our guests, hosts, and homeowners
Experience with Opera Cloud PMS is an asset
Strong Skill level with Microsoft Office Suite of products, particularly Excel
Visa Requirements: Must be eligible to work in Canada.
DH-GUEST SERVICE AGENTS • Huntsville, ON, CA
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