What are the responsibilities and job description for the Guest Services Associate position at Capital Vacations?
Job Description - Non-Exempt
Position Title: Guest Services Associate
FLSA Status: Non-Exempt
Purpose
The Guest Services Associate is responsible for interacting with Capital Vacations guests and owners via telephone or in-person to gain or provide information in response to inquiries or requests while ensuring an enjoyable customer service experience. The Guest Services Associate checks in guests and Owners for presentations and provides back-up for gifting and welcome center.
Principal Duties and Responsibilities
- Greets and checks in guests and Owners
- Resolves customer complaints and ensures the smooth operation of the Guest Services Department
- Completes Pre-Arrival calls
- Prepares tour flow, prints gifting
- Runs and prepares reports at both opening and closing
- Answers phones
- Makes reservations
- Prepares and runs daily gifting inventory audit
- Provides backup for gifting, welcome center, and contracts departments
- Calls no shows and reschedule
- Fulfills any additional duties as required
General Statement - Performs the job assigned, complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity.
Job Requirements
Education, Essential Training / Certifications, and Experience:
- High School Diploma/GED
- Prior Front Desk/Customer Service experience in a resort or hotel environment
Skills, Knowledge, and Abilities:
- Basic computer skills
- Attention to detail
- Customer Service skills
- Ability to work with minimal supervision
- Excellent verbal and written communication skills
- Flexible schedule-working holidays and weekends are a must
Shift: 40-hour work week, which will include holidays and weekends; additional hours may be necessary to accommodate tour flow
- Regular Hours and Weekend
Travel:
- None
