Guest Service Agent - Night Audit - Welk Resort Group : Job Details

** Guest Service Agent - Night Audit**

**Job Category****:** Resort Operations **Requisition Number****:** GUEST003587 Showing 1 location **Job Details**

**Description**

**Essential Duties and Responsibilities (other duties may be assigned):**

**Resort Wide:**

* Consistently follow the I-Serve standards at all times.

* Follow all company and department policies and procedures.

* Attend safety meetings, keep the workplace in safe condition, and work in a safe manner.

* Adhere to attendance policy and report to workstation at scheduled start time.

* Propose ideas or find ways to improve services, systems, and/or procedures.

* Balance the revenues for different revenue centers.

* Balance and deposit credit cards for designated revenue centers.

* Enter revenues into Accounting templates.

* Turn over the day for different properties in the POS systems.

* Balance House Accounts.

* identifies and procures the hardware and software needed to satisfy user requirements.

**Department:**

* Guest Service. Assist guests and respond to guest requests in a professional and timely manner. Follow the Signature Guest Engagement standards at all times. Be knowledgeable and provide guests with information regarding resort facilities, hours of operation, key team members, special activities and functions in the resort as requested. Handle Front Desk telephone calls as needed and ensure that prompt courteous service is provided. When confronted with a guest challenge, make reasonable determinations of what a guest is seeking, based on the guests requests and information given, and participate in problem solving situations while keeping managers and supervisors informed.

* Front Office Operations. Handle day-to-day operational responsibilities such as check-ins, check-outs, pre-check-ins, and guest accounts. Follow all company and Front Office AOPs and procedures. Perform all duties listed on the shift checklists and inform department managers or supervisors of any duties that are not clearly understood. Check with the department manager or supervisor to determine any special needs and/or tasks for the day. Utilize the computer system, iHotelier and TSW property management system in retrieving, updating and inputting guest information.

* Financial. Capture credit card information at check-in, process payments, and charge guest accounts. Take payment for owner maintenance fees when necessary. Follow all cash handling and bank AOPs.

* Welk Culture. Maintain a positive attitude and exemplify the mission and vision of Welk Resorts. Attend and participate in all Welk Core Four workshops. Follow the Front Office Team Member Expectations and maintain a neatly groomed appearance that is in compliance with Welk Resorts standards.

* Communication. Communicate and cooperate with other departments and Welk team members as necessary. Provide others with necessary information and decisions in a timely, clear and concise manner.

* Sales & Inventory. Adhering and following the AOPs to ensure inventory is satisfactory to avoid expiration of items, properly rotating inventory and communicating with his/her supervisor when items need purchased. Furthermore accurately collecting revenue as a direct-point of sale (cash transaction) or posting the items correctly to a guest folio as a room charge or the appropriate house account.

* Maintain Market Place stock and clean.

* All other duties as assigned.

* Market Place Monthly Inventory/ ensure to count and send inventory every 1st of the month.

* Rooms control operations must be checked and corrected daily to assure accommodations.

**Qualifications:**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements following this paragraph are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**Education and/or Experience:**

Have High School diploma or equivalent (GED), One year certificate from college or technical school. Knowledge of Microsoft Outlook, Word, Excel. Three to six months related experience and/or training. Hospitality experience preferred.

**Language Skills:**

Ability to read and interpret documents such as safety rules, operation and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or Team Members of the organization. Excellent communication skills required. Must be able to speak, understand, read and write English. Must have excellent English grammar skills, including punctuation, spelling, style, etc.

**Reasoning Ability:**

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to make decisions that are in the best interests of the company. Ability to be flexible and easily adapt to change. Ability to establish and maintain effective working relationships with co-workers, field personnel and sub-contractors/vendors.

**Physical Demands:**

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the Team Member is regularly required to stand; use hands to finger, handle or feel; and talk and hear. The Team Member is frequently required to walk and reach with hands and arms. The Team Member is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The Team Member must regularly lift and/or move up to 25 pounds.

**Work Environment:**

The work environment characteristics described here are representative of those the Team Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually low.

**Qualifications**

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