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Position Description

Guest Service Agent
Location United States
Job Code 385
# of Openings 3
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Principal Purpose of Job:

  • Support and assist Guest Services Manager and Director of Lodging in promoting DTR service standards, serving as a role model for all Guest Services staff as well as maintaining the integrity of the Ranch and Front Office/Guest Services operations, policies and standards across all three properties.

Essential Duties and Responsibilities:

  • Oversee the daily operations in Lodging with regards to Guest Services and Concierge offerings to both lodging and day guests.
  • Assist with training for new and current staff members.
  • Oversee the proper execution of Front Office duties according to DTR service standards and perform same duties when needed including, but not limited to:
    • Making guests feel welcome and “at home”
    • Making reservations and checking guests in and out
    • Answering guest calls and questions and providing guest information
    • Delivering luggage to guest rooms
    • Being knowledgeable about other departments and key contacts for each
    • Being aware of guest and Ranch issues
    • Being knowledgeable and able to answer questions about accounting and billing
    • Monitoring inventory to maximize bookings
    • Inspecting rooms prior to arrival and informing Housekeeping/Maintenance of any issues or handling directly
    • Monitoring reservations for activities and proactively contacting guests prior to arrival to set a positive and welcoming first impression and share all that the Ranch has to offer
  • Overseeing the Concierge duties consisting of, but not limited to:
    • Answering all calls and emails regarding guest activities and dining reservations
    • Working with departments to arrange for reservations and special requests
    • Working with activities and events to book guest reservations and special requests
  • Cross-promote various outlets of the Ranch and Winter Park properties.  
  • Cross-train with Night Audit and Wranglers in order to be able to assist whenever necessary.
  • Cross-train with Reservations and Housekeeping in order to be able to assist whenever necessary.
  • Uphold standards to meet/exceed guest expectations. 
  • Make recommendations to managers if not.
  • Uphold and adhere to Ranch Service Standards at all times, while ensuring that the rest of the department does so.
  • Assist the Guest Services Manager with payroll and any other assigned administrative tasks like completing PANs etc. 

Other Duties:

  • Willing and able to work all shifts as necessary to ensure proper coverage.
  • Willing to be flexible with start and end time of shifts to ensure proper coverage.
  • Willing to provide support to any of the Front Desks at all Devil’s Thumb Ranch properties.
  • Willingness to accept new responsibilities and transfer others. 
  • Assist the Director of Lodging, General Manager, Guest Service Manager and Guest Service Supervisors with any tasks or projects as assigned.  This job description is an overview of the scope of responsibilities and is not intended to be an inclusive list of all job tasks and expectations. With the evolution of Devil’s Thumb Ranch and other properties, the responsibilities of this position will change
  • Serve as a role model for employees and peers for behaviors pertaining to teamwork, guest service, effective communication and leadership.
  • Ensure DTR/Lodging safety standards are upheld at all times.  Be familiar with and have a thorough understanding of how to execute all emergency procedures.
  • Report any incident which appears suspicious or could endanger the security of the Resort.
  • Ensure you are in proper uniform and/or comply with established grooming guidelines.
  • Ensure that product quality standards are met in all areas of the department as they relate to DTR brand, appearance and cleanliness.
  • Develop and maintain positive working relationships with others.
  • Ensure flow of communication within and between departments.
  • Benchmark best practices of competitors.
  • Comply with quality assurance expectations and standards.
  • Any other duties as assigned by director or other manager.

Personal Attributes and Skills:

  • Outgoing, approachable and friendly demeanor; enjoy working with the public.
  • Must have strong organizational skills.
  • Excellent communication skills (written and verbal).
  • Ability to be self-directed and work with minimal supervision.
  • Positive and proactive approach to teamwork and working with others.
  • Trustworthy and able to handle confidential paperwork, data and information.
  • Excellent guest service skills, especially when resolving complaints in a positive manner.
  • Must be able to work in a fast paced and ever changing environment.
  • Professional dress and demeanor.
  • Flexible when it comes to the needs of the Ranch and the department.

Education/Experience:

  • High school diploma required
  • Ability to communicate accurately and comfortable in the English language.

Special Skills/Equipment/Requirements:

  • Knowledge of ResortSuite PMS (or other property management system) helpful.
  • Available to work a flexible schedule including some nights, weekends and holidays as needed.
  • Microsoft office software experience strongly preferred.
  • Basic computer/e-mail knowledge required.
  • Solid proofing/editing skills to review docs/correspondence for spelling, grammar and content
  • Ability to operate multi-line phone system
  • Must possess a valid driver’s license and clean driving record

Compensation:

  • ‚Äč$14 per hour

Position Analysis:

Please see chart below. 

PHYSICAL

 

N/A

Occasional

Frequent

Constant

Sitting

 

 

x

 

Standing

 

 

x

 

Walking

 

 

x

 

Bending Over

 

 

x

 

Crawling

 

x

 

 

Crouching/Squatting

 

x

 

 

Reaching

 

 

x

 

Kneeling

 

x

 

 

Balancing

 

x

 

 

Pushing/Pulling

 

 

x

 

Lifting/Carrying

 

 

x

 

10 lbs or less

 

 

x

 

11 to 25 lbs

 

x

 

 

26 to 50 lbs

 

x

 

 

51 lbs or more

 

x

 

 

Eye/Hand Coordination

 

 

 

x

Color Recognition

 

 

 

x

Near Vision

 

 

 

x

Far Vision

 

 

 

x

Hearing

 

 

 

x

ENVIRONMENTAL

 

N/A

Occasional

Frequent

Constant

Working Outside

 

x

 

 

Working Inside

 

 

x

 

Excessive Cold/Heat

 

X

 

 

Excessive Humidity/Dampness

 

X

 

 

Noise/Vibrations

 

x

 

 

Working with Chemicals/Detergents/Cleaners

 

X

 

 

Working Around Fumes/Smoke/Gas

 

X

 

 

Walking on Uneven Surfaces

 

 

 

x

Operating Motorized Equipment or Vehicles

 

 

x

 

Working Around Machinery/Motorized Equipment

 

 

x

 

Climbing on Scaffolds/Ladders

 

x

 

 

Working Around Bio-hazards (Blood borne Pathogens, toxic waste, sewage)

 

x

 

 

Exposure to Burns/Electrical Shock Hazards

x

 

 

 

SOCIAL CONTACT

 

N/A

Occasional

Frequent

Constant

Works Alone

 

 

x

 

Works Around Employees

 

 

 

x

Works Around Guests

 

 

 

x

Works as a Team

 

 

 

x

COGNITIVE REQUIREMENTS

 

N/A

Occasional

Frequent

Constant

 

Calculating

 

 

 

x

Organizing

 

 

 

x

Analyzing

 

 

 

x

Planning

 

 

 

x

Implementing

 

 

 

x

Communicating

 

 

 

x

Presenting

 

 

 

x

 

The statements contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility.  It should not be considered an all-inclusive listing of work requirements.  Individuals may perform other duties as assigned, including work in other functional areas to cover absences of relief, to equalize peak work periods or otherwise balance the workload.

Due to the nature of our 24-hour operation, there is no guaranteed work schedule.  Managers will try to accommodate specific schedule requests, but they are never guaranteed if business volume prohibits.