In-Country H2b OnlyThis position begins May 2025Summary: The Guest Services Staff at Basin Harbor greet, check-in guests upon their arrival, and provide a smooth experience at checkout. In addition, Guest Services staff offer assistance to guests during their stay by answering questions, providing bell services, and resolving issues by dispatching housekeeping or maintenance to respond to guest requests. They will also perform computer tasks and night audit functions to end the day resort-wide and open the system for a new day of transactions. Diversity helps us build a team that represents a variety of backgrounds, skills, and perspectives. We are an Equal Opportunity Employer Responsibilities and Duties: Front Desk
- Own Guest concerns and complaints and ensure that they are recorded, resolved, and followed up on.
- Check guest into the resort, confirming reservation data, communicating information to guests, with the overall goal of making the guests feel welcome and appreciated.
- Check guests out of the resort presenting guest folios and answering guest questions, with the overall goal of making the guest feel appreciated and encouraged to return to Basin Harbor
- Perform duties in conformance to policies, procedures, and the Basin Harbor Mission and Vision Statement
- Answer inquiries pertaining to resort services, reservations, amenities, dining, activities, and travel directions
- Cross train to learn duties of the Switchboard Staff, and Night Audit
- Take telephone and online reservations and operate computer terminals and printers to store and receive reservation data
- Keep MOD promptly and fully informed of all problems or unusual matters of significance
- Use software programs (Be open to learning the programs) to answer and resolve guest questions and requests including; Microsoft Outlook, Teams, Open Table, Host, Mind Body, HotSOS, Zingle and Sales Force
- Review daily activities (BEOs) and communicate which outlets and activities are open with respective start and end times
- Communicate all updates to the next shift
Switchboard
- Answer all incoming calls on both switchboard telephones, handling each call according to Basin Harbor standards of efficiency and etiquette
- Communicate information to team members including MOD, Front Desk Agents, Concierge, Bell and other team members directly via conversation or radio, forwarding calls and/or sending Teams messages
- Oversee package shipment and distribution including the logging of packages for employees, residents and guests
- Oversee the key lock box including the sign-out of keys to team members across Basin Harbor
- Log guest requests using HotSOS software and respond to guests using zingle software
Concierge
- Assist guest with dining, transportation, and activity needs and reservations
- Assist guests in acquiring childcare or pet care needs
- Provide guests with information about the local area and the resort including resort amenities
- Arrange transportation for guests as requested
- Order all amenity packages for guests and post all corresponding billing charges
- Cross train with Front Desk and Switchboard
Overnight Front Desk- Night Audit
- Log into software programs to monitor guest requests and Basin Harbor team follow up including: Microsoft Outlook, Teams, HotSOS, Zingle
- Complete any late check ins, early check outs, next day arrival packets
- Complete automated night audit procedure and print and distribute reports
- Coordinate with overnight security on any guest complaints
- Help keep office clean and tidy
Bell
- Greet all guests as they arrive or leave the front door of the lodge.
- Open doors for all who enter or exit.
- Answer guests questions, particularly with regard to resort locations and services.
- Escort guests to their room/cottage; orient them to its features.
- Assists guests with their luggage.
- Store, deliver, & retrieve guests' luggage.
- Transport guests around the resort.
- Transport guests to town or run errands for guests (per manager approval).
- Ensure the entrance (inside & out) is always clean, neat & tidy; assist with general pick-up & clean up around the Lodge, Lodge Lawn, deck, and pool area
- Perform routine guest service requests as requested by the guests themselves, the concierge, or the front desk (verbally or via radio)- such as delivering ice, amenities, flowers, TV's, etc.
- Deliver food and/or beverages as requested to guests or guest rooms.
- Assist banquet set up staff, as time allows, particularly in the Main Lodge area, with preparations for or clean up after special events.
- Assist with coning off the parking lot as requested on the BEOs for bus, bicycle or wedding events
- Assist with any requests on the BEOs including; lighting any bonfires, bringing bride and groom to first look, replenishing wedding gift bags, etc.
- Turn on lights in accommodations for guests arriving after dark
- Perform all tasks associated with the rental cart fleet and vans including; cleaning, charging, fueling and performing cart audits
Essential Qualifications and Competencies:
- High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience
- Ability to use or learn to use, the following equipment: computer, printer, telephone switchboard, copy machine, postage meter, radio, golf cart, etc.
- Ability to use MS Office applications including Word and Excel
- Strong verbal and written communication
- Critical evaluation skills
- Strong EI/ soft skills
- A commitment to ethical practice and legal compliance
- Have the stamina to work up to 8+ hours: sitting, standing and walking
- Ability to bend, stoop, lift up to 25lbs, reach overhead and perform repetitive motion
- May involve walking between venues and climbing stairs between floors
- Wear the guest services uniform and maintain a neat and professional attire and appearance
- Maintain a safe working environment for all
- Must be willing and able to pass a background check