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Rep Guest Svcs II

J o b D e s c r i p t i o n

Job Profile Title:	Rep Guest Svcs II
Job Code:	10236
Profile Title:	10236 Rep Guest Svcs II
Grade / Band:	05
FLSA Status:	Non-Exempt
As a Guest Services Representative II, you will set the stage for guest experience with your welcoming smile and service. By understanding their unique stories and needs, you will own their experience to create WOW moments and memories they will carry with them for beyond their stay with us.

Principal Duties & Responsibilities
Handle all incoming and outgoing calls in a courteous, efficient and enthusiastic manner as outlined by Company and Departmental standards while maintaining composure and tact throughout high volume of repetitive customer, coworker, and intra-department interactions in a fast-paced environment
Provide dispatch services for guest requests related to luggage assistance, room service orders, housekeeping amenities, wake-up calls, check outs, early arrivals and late departures, messages, paging, long distance assistance and other special services requested by guests or administrative personnel
Perform data entry for requested services in housekeeping, front desk, bell, limo, facilities and room service
Inform guests of property functions and facilities upon request
Maintain accurate records for all requests
Dispatch bell and limo runs in accordance with front service department policies and procedures
Maintain complete knowledge of all room service menu items, recommend or suggest additional food items
Operate the beeper system and operate the TDD machine
Provide management with important observations gathered from customer interactions offering suggestions to improve process, product or service offerings

Required for All Jobs
Performs other job-related duties as requested
Proof of eligibility to work in the United States

Work Experience
Experience	Experience Details	Required/ Preferred
1+ Years of Prior Relevant Experience		Required
1+ Years of Prior Relevant Experience	High-volume call center or customer service experience	Preferred

Additional Requirements
Details	Required/ Preferred
Experience in a similar resort environment	Preferred
Experience with Opera and HotSOS	Preferred
Experience with PABX or a multi-line phone	Preferred

Knowledge, Skills and Abilities
KSAs
Able to effectively communicate in English, in both written and verbal forms
Ability to work under pressure
Perception and awareness of individual needs and the ability to handle all situations calmly and professionally
Ability to multi-task and work well in a fast paced, team-oriented environment
Basic knowledge of computer software to include Outlook, MS Word, Excel, and PowerPoint as well as office equipment, i.e. telephone, copier, fax machine
Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular attention to detail
Effective listening abilities with strong judgment skills
Knowledge of accommodations and amenities
Excellent customer service skills and interpersonal skills to effectively communicate with all business contacts
Maintain a professional, neat and well-groomed appearance adhering to company standards

Physical Requirements
A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Physical Requirement	N/A	Rarely	Occasionally	Frequently	Constantly	Weight/ w.p.m.
Balancing			X
Bending			X
Carrying 10 pounds			X
Clear speech - simple				X
Clear speech - complex				X
Climbing	X
Distant vision				X
Driving	X
Flexibility - upper body			X
Flexibility - lower body			X
Hearing/Listening				X
Kneeling			X
Lifting 10 pounds			X
Near vision				X
Normal vision				X
Pushing/Pulling			X
Reaching			X
Sitting				X
Standing			X
Typing				X
Walking				X

Work Environment
While performing the duties of this job, the associate is required to work within the selected work environments.
Work Environment	N/A	Rarely	Occasionally	Frequently	Constantly
Communication - verbal				X
Communication - written				X
Confined area				X
Contacts - works alone				X
Contacts - works around others				X
Contacts - works with others				X
Exposure to dust / dirt			X
Exposure to fumes / odors			X
Extreme cold		X
Extreme heat		X
Fast pace				X
Hazardous conditions - chemicals	X
Hazardous conditions - high structures	X
Hazardous conditions - high voltage	X
Indoors				X
Noise levels - low to moderate				X
Noise levels - high			X
Office conditions				X
Outdoors			X
Restricted area		X
Shifts	X
Smoke			X
Travel		X
Wet/Humid		X

Mental Requirements
While performing the duties of this job, the associate is required to work within the selected mental requirements.
Mental Requirement	N/A	Rarely	Occasionally	Frequently	Constantly
Analytical				X
Clerical				X
Comprehension				X
Crisis incidents		X
Customer service				X
Decision making				X
High pressure				X
Judgment				X
Long hours			X
Math skills - advance			X
Math skills - basic				X
Organization				X
Reading - simple				X
Reading - complex				X
Repetition				X
Tight deadlines				X
Writing - simple				X
Writing - complex				X