Guest Services Agent / PBX bei Give Kids The World Village

Job Details

The Guest Services Agent/PBX is a point of contact for all guests, visitors an others in servicing any needs related to their Give Kids The World visit.

KEY ACCOUNTABILITIES

Guest Assistance

• Answer all questions regarding the Village, tickets, area attractions, transportation, etc. in a helpful and informative manner, whether in person or on phone, and transfer to appropriate department as needed.
• Communicate with appropriate departments regarding safety and cleanliness, and submit Nuvola tickets in a timely fashion.
• Support communication with all departments regarding any guest service issues, identifying and communicating all items needing attention and support.
• Support Manager On Duty in addressing safety and service incidents.
• Ensure delivery of excellent customer service through fast and accurate processing of requests by communicating and collaborating 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, working with the Housekeeping Department to ensure readiness.
• Coordinate with Support Services to ensure medical equipment and supplies are promptly delivered.
• Coordinate/conduct orientations.

Administrative Support

• Coordinate the completion of family documents to ensure accuracy and completion.
• Maintain accurate ticket logs.
• Review family-long forms to anticipate and prepare for family needs.
• Monitor supplies and coordinate with Housekeeping and Support Services Departments to ensure appropriate inventory.
• Complete shift report daily.
• Prepare guest welcome bags, check-in and check-out documents.
• Update in-house systems as appropriate in a timely fashion.

Welcome Back Families

• Ensure all required paperwork and Village forms are completed.
• Verify alumni participants.
• Update and confirm all family information.
• Distribute alumni documents, wristbands and star information.

Back-Up

• Assist in PBX as requested.

All other duties as assigned

PHYSICAL DEMANDS OUTSIDE NORMAL WORK ENVIRONMENT:

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

• Proven experience to deliver exceptional customer service.
• Ability to speak and write English clearly and 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.
• Must meet acceptable attendance and punctuality requirements, which are essential functions for the position.
• High School Diploma.
• At least 1+ years of previous experience in hospitality.

Preferred Requirement

• Bilingual