Guest Services Agent/PBX

Job Title:                   Guest Services Agent/PBX

Department:            Guest Services

Reports To:              Director of Guest Services

OVERVIEW/POSITION PURPOSE: 

The Guest Services Agent/PBX is a point of contact for guests in servicing any needs related to their Give Kids The World vacation.

DUTIES AND RESPONSIBILITIES:

Guest Assistance

• Answer guest questions regarding the Village, tickets, area attractions, transportation, etc. in a helpful and informative manner. Transfer to appropriate department as needed
• Assist with guest transportation needs by answering questions on rentals and arranging shuttles
• Communicate with appropriate departments regarding safety and cleanliness. Submit HotSOS requests in a timely fashion
• Support communication with all departments regarding any guest service issues, identifying and communicating any and all items needing attention and support
• Support MOD in addressing safety and service incidents
• Ensures delivery of excellent customer service through fast and accurate processing of request, communication and coordinating with other departments to resolve
• Welcome each family with a warm and inviting greeting
• Engage in the families Village experience to assist in making it memorable

Guest Arrivals and Departures

• Exceed guest expectations by providing a consistent, efficient and courteous arrival and departure experience
• Assign villas to ensure families are placed quickly. Work with housekeeping to ensure readiness
• Coordinate with Support Services to ensure supplies are promptly delivered
• Coordinate/conduct orientations

Administrative Support

• Coordinate the completion of family documents to ensure accuracy and completion
• Maintain accurate ticket logs
• Monitor supplies and coordinate with housekeeping and support services to ensure appropriate inventory
• Complete shift report daily
• Prepare guest welcome bags, check-in documents and check-out documents
• Update Raven as appropriate in a timely fashion

Back-Up

• Assist in Media Center as requested
• Assist in PBX as requested

Other Responsibilities

• Adherence to attendance standard
• Additional duties as assigned

PHYSICAL DEMANDS BEYOND NORMAL OFFICE ENVIRONMENT:

• Ability to lift and move boxes, cartons, and/or medical equipment and/or luggage weighing up to 50 pounds
• Ability to stand for extended periods of time
• Ability to work flexible schedule including nights, weekends and holidays

KNOWLEDGE, SKILLS, ABILITIES, EDUCATION & EXPERIENCE:

• Proven experience to delivery exceptional customer service
• Ability to speak and write English clearly & articulately with a positive, professional & pleasant manner
• Demonstrated ability to maintain multiple priorities and ability to adapt quickly and easily to a changing environment
• Ability to work with all types of individuals, including: guests, co-workers, volunteers, vendors and leaders
• Must be able to use creative problem solving skills and demonstrate decisiveness
• Proficient in PC skills including Microsoft Office (Outlook, Word, Excel)
• Ability to operate a motorized vehicle, including battery-operated golf cart
• Valid driver’s license and clean driving record
• At least 1+ years of previous hospitality
• Must have High School Diploma
• Bilingual English/Spanish - preferred
• Experience with proprietary Raven system - preferred

Give Kids The World is a drug-free workplace.