Job Description - Non-Exempt

Position Title: Guest Services Associate

Reports To: General Manager

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 to all incoming guests
• Runs and prepares reports at both opening and closing
• Communicates all pertinent and required information/reports to Maintenance and Housekeeping
• Answers phones
• Makes reservations
• Prepares and runs daily audit
• 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 as needed

Shift: 40-hour work week, which will include holidays and weekends as needed

• Regular Hours and Weekend

Travel:

• None