Guest Experience Coordinator

Company: Juniper Preserve
Location: Bend
Posted on: September 13, 2023

Job Description:

SUMMARY
The primary responsibility of a Front Desk Agent will be to provide a warm and welcoming experience for all resort guests, club members and their guests. To act as an ambassador of Pronghorn by providing outstanding service and offering detailed information regarding Central Oregon area attractions, Pronghorn amenities, and resort features. Front Desk Agents will attend to all front desk operations for resort guests and the Residence Club and its members by addressing guest concerns, checking guests in/out, addressing billing inquiries, and following up with management.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Must demonstrate a guest driven style of service with an upbeat, friendly sense of urgency in all interactions with resort guests, members and their guests.
Be both flexible and welcoming to change within a growing company.
Will work varied hours, which may include evenings, weekends and holidays.
Greet and welcome all guests that come to Pronghorn with an enthusiastic and professional demeanor.
Maintain complete knowledge at all times of:
All resort and club features/services, and hours of operation;
All room types, layout, d--cor, appointments and locations;
All room rates, special packages and promotions;
Daily house count and expected arrivals/departures;
Room availability status for any given day;
Scheduled daily group activities and resort functions;
Maintain complete knowledge of and comply with all property and departmental policies.
Perform all functions of the CPU system according to established procedures.
Operation of all aspects of Springer Miller Systems.
Set up a workstation with necessary supplies; maintain cleanliness throughout the shift.
Answer department telephones within 3 rings, using correct greeting and telephone etiquette.
Accommodate all requests for information in a congenial manner.
Maintain guest history files, input relevant information obtained during guest interactions.
Perform all front desk tasks including check-ins/check-outs, night audits, etc.
File registration cards in a bucket by room number.
Document and confirm reservations and cancellations.
Assist with any inquiries regarding charges incurred during visit.
Accommodate room changes expediently.
Resolve room status discrepancies with the Housekeeping department.
Handle requests for late check outs according to established procedures.
Handle guest concerns or issues immediately, ensuring guest satisfaction.
Notify designated department/personnel for resolving the situation.
Follow-up within 30 minutes to ensure completion and guest satisfaction.
Notify Supervisor.
Prepare key packets when necessary and group resume folders for all arriving groups.
Communicate pertinent guest information to designated departments/personnel.
Must maintain the privacy of all Pronghorn guests.
Generate, distribute print and post daily reports.
Some shifts may include Night Audit responsibilities.
Maintain grooming and uniform standards as outlined in the Employee Handbook.
Manages workflow effectively and in an organized and timely manner.
Able to effectively handle multiple tasks.
Incorporates safe work practices in job performance.
Regular and reliable attendance.
Maintains a professional standard at Pronghorn including, but not limited to, appearance, interaction with members, associates, guests of the resort, verbal discussions and written correspondence. Does not discuss work related issues with members and resort guests.
Supports and adheres to the CORE Values (ie. "The T.R.I.P.") Service Fundamentals, and Guest Service Philosophy as defined by the Company.
Maintains positive attitude and the flexibility to take on new and different tasks as assigned by the Front office Manager or Supervisor.

QUALIFICATIONS
Required
To perform this job successfully, an individual must be able to perform each duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Able to pass a drug test.
Valid Oregon driver's license with no recent alcohol related offenses or criminal record.
College or university qualifications or 2 years work related experience in Guest Services capacity.

SKILLS
Required
Must have at least a high school diploma.
Ability to read and comprehend complex instructions, memos and email correspondence.
Ability to write complex correspondence with staff and guests.
Ability to effectively communicate information to both guests and staff.
Ability to hold and comprehend phone conversations.
Ability to calculate figures and amounts such as accruals, percentages and payments.
Ability to perform basic cash handling functions.
Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
Ability to multi-task to provide solutions to situations deal with several variables
Use of Google platform, Word, Excel and Outlook.
Basic Accounting skills.
Ability to fully comprehend complex equipment instructions.

WORKING CONDITIONS
Inside 75% of an 8 hour shift. Outside 25% of an 8 hour shift on occasion.

PHYSICAL DEMANDS
While performing the duties of the job, the employee is required to limit lifting, pushing, pulling and carrying over 25 lbs, including movement of furniture; must be able to reach overhead; be able to bend and kneel for extended periods of time. The employee will be in continuous movement across all areas of the property and body flexibility for movement of furniture and equipment is a necessary ability. Occasional sitting at a desk and phone use; continuous standing is required; climbing stairs is required; minimal driving required, and a valid Oregon drivers license is required. Employees will also need to answer the telephone and radio; deal with paperwork, computer systems, electrical and mechanical systems; and communicate with guests to solve problems. Employees must know how to identify and handle chemicals used in routine work through use of MSDS.

NOTE: A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Keywords: Juniper Preserve, Bend , Guest Experience Coordinator, Other , Bend, Oregon