Resort Services Agent
On-siteRidgedale, Missouri, United States
Job Summary
Answer calls promptly and professionally, routing messages accurately to appropriate departments. Uphold guest service policies by providing genuine hospitality, answering inquiries about services and local attractions, and handling complaints with empathy and confidentiality. Escalate issues when necessary while maintaining a positive demeanor in a fast-paced environment. Ensure all operational duties are completed thoroughly, timely, and accurately. Work flexible shifts as needed for a 7-day operation, maintaining a professional appearance and adhering to established procedures. Serve as an ambassador for the Big Cedar Lodge by promoting company policies and fostering partnerships to streamline communications.
Required Qualifications
- High School Diploma or Equivalent
- 2+ years of experience in hospitality telephone communications
- Strong employee relations experience
- Proficiency in Microsoft Office: Outlook, Word, Modern Workplace, and Excel
- Ability to learn and use HotSOS, Stay, Flybook, Google Forms, etc.
- Ability to follow instructions as directed and work with a sense of urgency
- Must be self-motivated and able to work in a team-oriented environment with an emphasis on total guest satisfaction
- Ability to focus attention on details
- Must have the ability to effectively work with internal and external guests, some of whom could require high levels of patience, tact, and diplomacy to defuse anger and resolve conflicts
- Ability to work flexible schedules/shifts as needed for a 7-day operation
- Regularly sits and does computer work
- Occasionally walks and stands
- Seldom/Never lifts up to 50 lbs
Desired Qualifications
- Writing - Communicating effectively in writing as appropriate for the needs of the audience
- Reading Comprehension - Understanding written sentences and paragraphs in work related documents
- Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences
- Analytical/Critical Thinking - The ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in complex data; examine data to identify implications, problems and draw appropriate conclusions; generate alternative solutions to problems; evaluate strengths, weaknesses and consequences of alternative solutions and approaches to solving problems
- Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
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