Guest Services

Castle Hot Springs; Scottsdale (AZ); On-site; USD 38,000 - 52,000; Full time

Job summary

Castle Hot Springs in Scottsdale is seeking a friendly Guest Services Associate to enhance the guest experience from pre-arrival through departure. You will be an advocate for the hotel, creating personal memories and building relationships that encourage guests to return.

The role focuses on pre-arrival contact, itinerary planning, and coordinating experiences using Book4Time, including dining, spa, activities, transfers, and in-resort information.

Qualifications

• Ability to maintain a pleasant disposition and strong interpersonal skills.
• Previous hotel concierge/front desk or reservations experience preferred.
• Proficient computer skills; Opera experience a plus.
• Clear, articulate English communication, both spoken and written.
• Capable of sitting for extended periods.
• Knowledge of the local area is a plus.
• Must follow safety and PPE guidelines.

Responsibilities

• Maintain contact with guests prior to arrival and answer itinerary questions.
• Coordinate custom schedules including dining, spa, activities, and transfers.
• Assist Front Office, Reservations, Sales and other departments as applicable.
• Provide knowledgeable advice on in-resort and offsite activities.
• Reserve and coordinate guest transfers as needed.
• Keep all guest reservations and profiles up to date in Opera.
• Perform duties as requested by the Guest Services Manager.

Skills

Interpersonal skills

Opera/Navis experience

Computer skills

Front desk experience

Clear communication

English proficiency

Sales oriented

Local area knowledge

PPE safety adherence

Tools

Opera PMS

Navis

Job description

Position Summary: The Guest Services is a key facilitator of the hotel guest's experiences prior to their arrival. The main focus of the position is to provide a consistent, accurate friendly, and sincere level of guest service to all guests, and coordinate guest service activities to ensure that guests get the most out of their stay. You will act as an advocate for the hotel, be a creator of personal experiences, and develop relationships with guests that will compel them to return.

This position will work out of our support office in Scottsdale.

Responsibilities include:

• Ensure contact with guests prior to arrival
• Answer all questions pertaining to the guest itinerary prior to arrival.
• Coordinate custom schedules using Book4Time to include but not limited to:
  • Dining reservation
  • Spa Services
  • Activities and Adventures
  • Provide knowledgeable information on daily in-resort activities.
• Cooperate with and assist other members of Front Office staff and reservations, as applicable.
• Be prepared to answer guest questions and provide professional and knowledgeable advice on all recreational activities on and offsite at the resort.
• Reserve and coordinate guest transfers as needed.
• Communicate by telephone, radio, in person or email with other departments: Front desk, Food & Beverage, Reservations, Sales, Housekeeping, Bell Staff, Activities, and Spa to ensure all guest needs are anticipated and executed as needed.
• Ensure all necessary information is received from arriving guests, to facilitate their arrival and comfort prior to and during their stay.
• Keep all guest reservations and profiles complete and up to date with contact information, address, email, and pertinent notes in Opera.
• Perform additional duties as requested by the Guest Services Manager

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY:

The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities:

• Ability to maintain a pleasant disposition. Solid interpersonal skills and a positive attitude are a must.
• Opera and Navis experience preferred.
• Computer experience required.
• Hotel/resort concierge, front desk or reservations experience preferred
• Ability to sit continuously to perform essential job functions.
• Clear, articulate telephone voice and excellent/professional communication skills required
• Ability to listen effectively, to speak and write English clearly.
• Detailed and sales-oriented.
• Hearing and visual ability to observe and detect signs of emergency situations.
• Familiarity with the surrounding area is a plus.
• Must adhere to practices of occupational safety and health including wearing personal protective equipment when required.

Appearance Requirements:

• Proper professional attire is required by following appearance guidelines as set forth in the Employee Handbook.
• Appearance must always be neat, clean, and professional.
• Name badge and proper/uniform must be worn at all times.