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Guest Services Agent

Posted November 19, 2020

Wild Dunes Resort
Isle of Palms, SC
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About This Job

Description

SUMMARY:  The Guest Service Agent often provides the first point of contact for guests and is responsible for creating an excellent first impression. S/he is responsible for guest registration, room assignments and key control responsibilities. They will also answer phones and dispatch engineering and housekeeping requests as well as valet needs. The Guest Service Agent will maintain the AAA Four Diamond standards.
 

The Guest Service Agent shall always strive to provide exceptional service to both internal and external guests. S/he will be responsible for exemplifying the Wild Dunes Resort Culture as well as promoting Wild Dunes Resort as both the Destination and Employer of Choice!

 

Essential job Functions:

 
Check in/Check out
  • Offers warm and sincere welcome/farewell for all guests of Wild Dunes Resort

  • Register guests upon arrival in accordance with AAA 4 Diamond Standards

  • Promote and sell special hotel programs and upgrades when appropriate.

  • Accepts payment for guests’ reservations at time of registration and check out

  • Follow appropriate check and cash handling procedures is accordance to Wild Dunes resort policies and standards.

  • Follow set procedures on posting charges and completing guest refunds.

  • Arranges bell service for guests
  • Goes above and beyond to exceed guest expectations to create a memorable guest experience


Daily Duties
  • Completes daily check list and tasks
  • Maintains accurate records of room availability
  • Maintains house bank
  • Must help keep all work areas clean

  • Attend all monthly departmental and resort required meetings

  • Maintains discretion and security for the Resort and our guests

  • Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons)

  • Reports all safety incidents to on-duty supervisor
  • Answer phone calls and assist guests with a warm demeanor
  • Acts with responsibility towards all company property, supplies and equipment.

  • Maintains a professional attitude and appearance per Wild Dunes Resort dress code standards

  • Remains alert, courteous and helpful to the guests and colleagues at all times.

  • Promotes Wild Dunes outlets first over any other off-site outlet.

  • Aid Front Office management in additional projects when requested
  • Additional Bell/Valet duties may be required which include, but are not limited to: efficiently parking and retrieving guests vehicle; assist with room deliveries, luggage deliveries, and errands for guests

  • Distributing all internal mail and packages to designated guests and associates in a timely and accurate manner

  • Maintains records and communicates all VIPs, special requests, etc.

  • Performs assigned outbound calls such as courtesy call backs to guests inquiring about their accommodations, Welcome Arrival calls following guest check-in, and all wake up calls


Communication/Knowledge
  • Provide professional communication via telephone, radio, e-mail and written form

  • Communicates with all departments regarding any special needs a guest may have

  • Communicates all pertinent information to the Front Office Leadership Team

  • Provides general resort information for guests.
  • Knowledge of room types, guest amenities, and hours of operation

  • Knowledge of daily events and gatherings on property
  • General knowledge of the City of Charleston and surrounding area

 


Qualifications

Experience & Education:

  • High school diploma or equivalent
  • Prior hospitality experience preferred
  • At least one-year customer service experience in a high-volume setting preferred

  • Experience in a Four-Diamond quality organization preferred

  • Knowledge in property management systems is a highly desirable

 
Job Requirements:
  • Must be authorized to work in the United States

  • Must have excellent phone etiquette

  • Must be able to read, write and speak English

  • Must have strong computer skills
  • Must have strong working knowledge of Microsoft Office programs

  • Must be able to work well under pressure

  • Must be able to accurately follow instructions, both verbally and written

  • Must be highly detailed orientated
  • Must be able to work in a fast-paced environment

  • Must have excellent listening skills

  • Must possesses excellent communication skills

  • Must be professional in appearance and demeanor

  • Must always ensure a teamwork environment

  • Effective conflict resolution skills

  • Ability to work a flexible schedule that may include evenings, weekends and holidays

  • Must have the ability to deal effectively and interact well with the guests and Colleagues

  • Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner

  • Must have a passion for creating an exceptional experience for all guests

 

Colleague is held accountable for all duties of this job and other duties as assigned.

 

Colleagues who are hired at Wild Dunes Resort will be verified through the federal E-Verify system.


Working Conditions:
  • Must be able to stand on feet throughout the shift, with intermittent periods of walking

  • Must be able to occasionally lift, carry, push & pull up to 50 lbs with assistance

  • Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally. 

  • Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis

  • While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, heat)

  • Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, heat).

 

Wild Dunes is an Affirmative Action / Equal Opportunity Employer and offers equal employment opportunity to all, based upon individual merit and does not discriminate on the basis of race, color, religion, national origin, sex, gender, age, disability status, protected veteran status or any other protected class or category

 

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About this Employer

Wild Dunes Resort

1 Sundial Circle
Isle of Palms, SC 29451

(843) 886-6000

393 Room Resort

www.destinationhotels.com

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Our Resort

This is Wild Dunes Resort on Isle of Palms, South Carolina, a place you can make all your own. Whether it's choosing from a variety of accommodations including the Four Diamond rated Boardwalk Inn, The Village, family-friendly vacation rentals, condominiums and cottages, or deciding whether to fill your days with award-winning golf, tennis, a visit to historic downtown Charleston or one of dozens of other activities, here you'll find yourself in a better place.

At Wild Dunes Resort, we know that no two trips and travelers are exactly alike. So we thought it made sense to offer accommodations that work for every type of visit. Here, you can select from rooms and suites in the AAA Four Diamond Boardwalk Inn (including ADA accessible rooms), Village at Wild Dunes, private condos or even beach house rentals. Choose attentive full-service or undisturbed independence. Choose pool-side, beachside, court-side, or course-side. Tell us your vacation home rental style and we will accommodate you during your stay near Charleston, SC.