GUEST SERVICE ASSOCIATE
The Guest Service Associate serves as the ambassador of the resort and is responsible for delivering exceptional and personalized guest experiences from arrival to departure. As the first point of contact, the Guest Service Associate ensures smooth check-in and check-out procedures, manages reservations, assists with guest requests, coordinates with different departments, and promotes resort services and wellness programs to create memorable guest experiences.
Duties and Responsibilities
- Consistently provide professional, friendly, courteous, and engaging service to all guests.
- Welcome guests and assist during check-in and check-out procedures.
- Manage room reservations, cancellations, modifications, and guest inquiries through phone, email, and walk-in transactions.
- Assign rooms based on guest preferences and operational availability.
- Issue room keys and ensure proper guest registration procedures are followed.
- Process guest payments, billing transactions, and maintain financial accuracy.
- Answer telephone calls in a timely and professional manner.
- Handle guest requests, concerns, complaints, and special arrangements promptly and professionally.
- Coordinate with Housekeeping, Food & Beverage, Wellness, Healing, and other departments to fulfill guest requirements efficiently.
- Create and organize personalized guest schedules and itineraries upon arrival.
- Coordinate wellness treatments, therapist schedules, and guest program requirements.
- Maintain knowledge of resort facilities, wellness programs, treatments, services, and local attractions.
- Assist guests with transportation arrangements, restaurant reservations, activities, and other concierge-related services.
- Ensure timely delivery of guest messages, packages, and other requests.
- Run daily reports to verify reservation accuracy and identify special guest requests.
- Maintain cleanliness, organization, and professionalism of the front desk and guest service areas.
- Promote additional resort services and wellness offerings to enhance guest experiences.
- Follow resort safety, security, and emergency procedures at all times.
- Uphold company policies, standards, and hospitality procedures.
- Promote teamwork and maintain smooth communication with all departments to ensure seamless operations.
- Perform other duties assigned by management related to guest services and resort operations.
Qualifications
- Bachelor’s degree in Hospitality Management or related field is an advantage.
- Previous experience in Front Office, Guest Services, or Hospitality operations is preferred.
