Guest Services Agent/PBX
- Employer
- Give Kids The World
- Location
- Kissimmee, Florida
- Salary
- Competitive
- Posted
- Apr 20, 2019
- Closes
- Jun 18, 2019
- Industry
- Hospitality, Non-Profit
- Category
- Customer Service
- Contract Type
- Permanent
- Hours
- Part Time
Job Title: Guest Services Agent/PBX
Department: Guest Services
Reports To: Director of Guest Services
OVERVIEW/POSITION PURPOSE:
The Guest Services Agent/PBX is a point of contact for guests in servicing any needs related to their Give Kids The World vacation.
DUTIES AND RESPONSIBILITIES:
Guest Assistance
- Answer guest questions regarding the Village, tickets, area attractions, transportation, etc. in a helpful and informative manner. Transfer to appropriate department as needed
- Assist with guest transportation needs by answering questions on rentals and arranging shuttles
- Communicate with appropriate departments regarding safety and cleanliness. Submit HotSOS requests in a timely fashion
- Support communication with all departments regarding any guest service issues, identifying and communicating any and all items needing attention and support
- Support MOD in addressing safety and service incidents
- Ensures delivery of excellent customer service through fast and accurate processing of request, communication and coordinating with other departments to resolve
- Welcome each family with a warm and inviting greeting
- Engage in the families Village experience to assist in making it memorable
Guest Arrivals and Departures
- Exceed guest expectations by providing a consistent, efficient and courteous arrival and departure experience
- Assign villas to ensure families are placed quickly. Work with housekeeping to ensure readiness
- Coordinate with Support Services to ensure supplies are promptly delivered
- Coordinate/conduct orientations
Administrative Support
- Coordinate the completion of family documents to ensure accuracy and completion
- Maintain accurate ticket logs
- Monitor supplies and coordinate with housekeeping and support services to ensure appropriate inventory
- Complete shift report daily
- Prepare guest welcome bags, check-in documents and check-out documents
- Update Raven as appropriate in a timely fashion
Welcome Back Families
- Ensure all required paperwork is completed
- Verify and sign in guests
- Distribute vouchers and star information
Back-Up
- Assist in Media Center as requested
- Assist in PBX as requested
All other duties as assigned
PHYSICAL DEMANDS BEYOND NORMAL OFFICE ENVIRONMENT:
- Ability to lift and move boxes, cartons, and/or medical equipment and/or luggage weighing up to 50 pounds
- Ability to stand for extended periods of time
- Ability to work flexible schedule including nights, weekends and holidays
KNOWLEDGE, SKILLS, ABILITIES, EDUCATION & EXPERIENCE:
- Proven experience to delivery exceptional customer service
- Ability to speak and write English clearly & articulately with a positive, professional & pleasant manner
- Demonstrated ability to maintain multiple priorities and ability to adapt quickly and easily to a changing environment
- Ability to work with all types of individuals, including: guests, co-workers, volunteers, vendors and leaders
- Must be able to use creative problem solving skills and demonstrate decisiveness
- Proficient in PC skills including Microsoft Office (Outlook, Word, Excel)
- Ability to operate a motorized vehicle, including battery-operated golf cart
- Valid driver’s license and clean driving record
- At least 1+ years of previous hospitality
- Must have High School Diploma
- Bilingual English/Spanish - preferred
- Experience with proprietary Raven system - preferred
Give Kids The World is a drug-free workplace.
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