Guest Services Associate I Worldmark Anaheim Resort

We Put the World on Vacation

Job Summary

The Guest Services Associate will be responsible for providing excellent guest service as it pertains to guest registration/checking out of resort. He/She will promptly address guest service needs provide resort information and area attraction details and directions maintain unit vacancy inventory reservations and room assignments process guest folios collect payment and accurately manage cash receipts. He/she will maintain the companys expected high quality standards and will follow all safety protocols as dictated by company policy and maintain Occupational Safety and Health Administration (OSHA) including the new Global Harmonized System (GHS) regulations.

Essential Job Responsibilities

Responsibilities include but are not limited to:

• Responsible for the Guest Services function of the resort: Promptly greet guests in a friendly and professional manner. Complete guest registration process issue unit keys and provide resort information and area attractions details and directions. Accurately process all cash and credit card transactions in accordance with established procedures. Balance all cash receipts and work performed during shift and perform a bucket check on shift post all guest charges complete cashier and other reports preparing deposit and counting/securing of assigned bank. Complete check-out procedures compute bills verify that the correct charges and credits are posted to the corresponding guest folio collect payment and makes changes as required. May routinely reserve and confirm guest reservations for individuals and/or groups that are requested either by phone or from within the company; process cancellations revisions and information updates on changes. Make pre-arrival informational calls to booked incoming guests confirm and cancel reservations for guests and answer a variety of questions for guests pertaining to their reservations. Provides quotes for room rates (35% time)
• Maintain positive guest owner and associate relationships: Respond appropriately to guest inquiries and concerns to ensure total guest satisfaction. Resolve guest issues to resolution in effort to improve the guest experience and escalate any outstanding guest inquiries or concerns to management that may require additional monitoring or follow-up. Make appropriate service recovery recommendations. Promote team work and quality service through daily communications and coordination with other departments. (35% time)
• Ensure compliance with: Internal Audit Quality Assurance Loss Prevention Resort Operating Procedures Guest Service Department Operating Procedures and Standard Operating Procedures. (15% time)
• Cultivate a Count On Me Culture: Continuously exhibit the companys Count on Me philosophy; be responsive to the needs of our guests associates and all we come into contact with on the job be respectful in every way; deliver a great experience. (10% time)
• Performs other duties as needed. (5% time)

Travel Requirements

• Travel is not a requirement for this position. If training is required off site it will be local and be about half to full day of time.

Minimum Requirements and Qualifications

Education

• High School diploma or equivalent

Knowledge and Skills

• Organizational Skills
• Excellent communication skills
• Acquires job skills and learns company policies and procedures to complete routine tasks
• Ability to read and comprehend routine instructions short correspondence and memos
• Ability to give high priority to customer service
• Ability to solve problems with a minimum of supervision
• Ability to read write and understand English
• Basic office skills helpful including basic math proper cash handling procedures
• Must maintain a professional appearance and a Can-Do positive attitude towards all guests and staff
• Ability to multi-task and work in a fast paced environment
• Must be people oriented and able to work independently or with others as needed
• Must be detail oriented

Technical Skills

• PC Skills and Knowledge
• Ability to use basic office equipment including Fax copier printers
• Microsoft Office: Word excel outlook
• Key systems
• Hotel Hospitality Front office system knowledge a plus
• Must be able to easily and frequently change from one activity to another while operating a switchboard or computer keyboard

Job Experience

• 1 year of guest services experience in a hospitality/hotel/resort environment and/or
• 1 year of customer service experience in service or retail environment

Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

Complexity

Level of decision making authority:
Works on assignments that are routine in nature. Must be able to make decisions and/or seek advice to ensure consistent functioning operations offering high levels of our Count on me Service

Level of autonomy:
Receives detailed instructions on all tasks duties and responsibilities.
Needs to demonstrate good judgment and demonstrate a consistent level of professionalism

Impact of incumbents decisions on the organization:
Impacts to Guests vacation experience
Decisions could impact safety of guests and employees

Supervisory Responsibility:
N/A

Scope/Financial Responsibility:
Understand and care for company assets and equipment supplies and property professionally
Properly handle cash and basic financial transactions through Guest Services sales/gift shop sales activities sales

How Youll Be Rewarded:

Compensation

Where Memories Start with You

Hospitality is at the heart of all we do at Travel Leisure Co. Here youll find an inclusive environment where we deliver excellence and take time to have fun celebrate together and support one another. Were always looking ahead to whats next and how we can strengthen our business its neighboring communities and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process please email your request to including the title and location of the position for which you are applying.