Associate, Guest Services (Overnight)

WinShape Foundation Inc.; Rome (GA); On-site; USD 32,000 - 52,000; Full time

Job summary

WinShape Foundation Inc. seeks a Guest Services Team Member to coordinate guest needs from arrival through checkout, delivering warm hospitality and 2nd mile service.

This role is the face of the retreat, ensuring emotional connection and operational excellence across guest interactions. You will assist with check-in/check-out, manage information in the OPERA PMS, and help maintain facilities and beverage stations.

Qualifications

• High School diploma or equivalent.
• 1 to 3 years’ experience in customer service, hospitality or a related field.
• Experience in dealing with guests in a non-intrusive, supportive, and grace-based manner.
• Excellent interpersonal and communication skills.
• Valid Driver’s License required.
• Committed to being present at appropriate times to work 40 hours weekly, all shifts all days.
• Proficiency in Microsoft Office Products and/or knowledge of a property management system (OPERA).
• Ability to lift and/or carry objects weighing up to 25 lbs.
• Exhibit dependability, teamwork, job knowledge, initiative and problem solving.

Responsibilities

• Greet guests upon arrival and assist with check-in/check-out processes.
• Assist with baggage and guest information in the OPERA PMS.
• Provide information about in-house services and local area amenities.
• Maintain the cleanliness and restocking of guest literature and drink stations.
• Act as retreat telephone operator as needed and generate night audit reports.
• Report maintenance issues promptly and ensure room occupancy and rate totals are accurate.
• Ensure safety and security procedures are followed and loyalty to WinShape Foundation core values.

Skills

Customer service

Communication

Team player

Problem solving

Dependability

Initiative

Grace-based service

Education

High School diploma or equivalent

Tools

OPERA PMS

Microsoft Office

Job description

Overview

Scope of Position: This position is responsible for overseeing and coordinating the needs of each guest upon arrival, throughout their stay, and during the checkout process. The Guest Services Team Members are the first face our guests see and are a key element in ensuring that we provide anatmosphere of hospitality, operational excellence, 2nd mile service, and emotional connection from warm welcomes to fond farewells.

Reports to: Team Leader, Guest Services

WinShape Foundation is aBiblically-basedChristian non-profit organization thatseeksto glorify God by creating transformational, Christ-centered experiences for people in every stage of life. We do this through five core ministries that each use scriptural truth to offer summer camp, foster care, team and leader development, college student discipleship, and marriage enrichment. To view our full Statement of Faith, clickhere.

Responsibilities

• Perform activities required for providing services to the guests of the retreat, including but not limited to greeting guests in the parking lot, assisting with baggage, guest check in/checkouts, room key distribution, guest information in OPERA, reports/programming, and restocking guest literature.
• Participate in an ongoing training program to demonstrate proficiency with the OPERA Oracle Property Management System (PMS) that will ensure consistent front desk service.
• Review daily room occupancy and rate totals, cross check registration with system check-ins.
• Report to maintenance any problems that have been reported to them.
• Be knowledgeable of all in-house services and able to assist customers when questioned.
• Complete shift check list.
• When approached by a guest with a problem, team member will empower himself/herself with the responsibility of assisting the guest in solving this problem.
• Act as retreat telephone operator and answer the switchboard phone as needed.
• Generate automated accounting reports and processing for the night audit.
• Monitor and clean the Grand Chalet as needed to meet standards.
• Clean, monitor, and stock the drink station.
• Provide other services as defined by Guest Services Leadership.

Qualifications

• High School diploma or equivalent
• 1 to 3 years’ experience in customer service, hospitality or a related field
• Experience in dealing with guests in a non-intrusive, supportive, and grace-based manner.
• Excellent interpersonal and communication skills
• Valid Driver’s License required.
• Committed to being present at appropriate times to work 40 hours weekly, all shifts all days
• Proficiency in Microsoft Office Products and/or knowledge of a property management system
• Ability to lift and/or carry objects weighing up to 25 lbs.
• Exhibit the following competencies: dependability, team player, job knowledge, initiative, problem solving
• Commitment to WinShape Foundation purpose and Core Values
• Must reside within 60 miles of the Rome Retreat, and less than 150 miles from the Atlanta Support Center.
• Attend WinShape Foundation gatherings and events, including but not limited to the ONE Conference, Fall Rally, town halls, and other meetings as communicated by the leadership team.