Guest Services Agent

Enchantment Resort; Sedona (AZ); On-site; USD 19,000 - 30,000; Full time

Job summary

Enchantment Resort in Sedona, AZ seeks an energetic Front Desk Associate to represent the resort and welcome guests from check-in to check-out. You will handle guest requests, coordinate with departments, and maintain accurate records to ensure a seamless stay.

Applicants should have strong communication skills, solid organizational abilities, and a comfort with computer systems. A positive, proactive approach supports a fast-paced, guest-focused environment at the resort.

Qualifications

• High school diploma or equivalent.
• Prior hotel/resort front desk experience preferred.
• Strong written and verbal communication skills.
• Ability to perform and prioritize multiple tasks.

Responsibilities

• Represent the resort to guests throughout all stages of their stay.
• Assist guests and maintain a high level of customer service with adherence to standards.
• Check-in and check-out efficiently within time standards.
• Direct guest requests to proper departments and follow through to resolution.
• Log complaints and guest issues with details in the system.
• Support Front Desk operations and coordinate with Housekeeping to ensure room availability.
• Upsell rooms and services when appropriate.
• Maintain key control and security for all guests.
• Follow cash handling and accounting procedures for guest charges.
• Read logs and respond to emails to complete requests.
• Provide professional phone coverage and greeting, handle 911 communications when needed.

Skills

Customer service

Organization

Communication

Multitasking

Education

High school diploma

Tools

Visual One

Job description

Are you outgoing, energetic, passionate, and authentic? Enchantment is the perfect spot for you!

At Enchantment, we work together to create and deliver personalized extraordinary experiences for all guests and team members here at the resort. Our culture is fast-paced, collaborative, inclusive, engaging, and we have one of the best views you'll ever find! Come join us!

Basic Function

Represent the resort to the guest throughout all stages of the guest's stay

Work Performed

1. Effectively assists all guests
2. Maintain a high level of customer service while adhering to AAA, Coyle and Resort Standards
3. Check-in and check-out guests efficiently within AAA & Coyle time standards
4. Direct all guest requests and issues to the proper departments; follow through to ensure requests and issues are fully resolved
5. Resolve guest issues and log complaints in Visual One with full details
6. Report any unusual occurrences or requests to the Front Desk Manager, Director of Rooms or Managing Director
7. Obtain appropriate credit card signature with full authorization for the guests' stay
8. Maintain bank, which includes, but is not limited to making change and posting cash payments
9. Inform guest of debit card policy
10. Understands and adhere to proper credit, check cashing and accounting policies and procedures
11. Post additional charges to guest accounts during their stay and after departure
12. Research as necessary to bill guests correctly (i.e. faxes, tours, laundry, allocations, VIP packages, etc.)
13. Know room types, locations and rates to up-sell upon arrival
14. Use suggestive selling techniques to (up) sell rooms and to promote other services at the resort
15. Work closely with Housekeeping department to ensure availability of rooms
16. Track and note all early arrivals, late departures, room moves, VIPs and repeat guests, as well as any special requests
17. Maintain key control and key security for all guests of the resort
18. Follow procedures for issuing and closing safe deposit boxes used by guests
19. Ensure that mini bar procedures are followed including key security, final day postings and reconciliation
20. Use proper mail, package and message handling procedures; log mail as necessary
21. Read the log book and/or emails daily and complete any requests
22. Possess knowledge of daily activities, group events, site inspections, emails, etc.
23. Assist Reservations and Concierge during closure and rush hours
24. Know all safety and emergency procedures including accident prevention policies and power outage procedures
25. Assist with phone coverage and answer all calls within three rings and with proper greeting
26. Communicate professionally when dealing with 911 dispatch and dispatching security to appropriate area
27. Complete daily call and wake-up call log and follow through as required
28. Conduct proper room assignment to assure guest satisfaction (upgrades, special requests, special billing, etc.)
29. Other duties as assigned

Supervision Exercised

None

Supervision Received

Guest Services Manager

Minimum Requirements

High school degree or equivalent. Prior hotel/resort front desk experience highly desired. Must have strong organizational skills, excellent written and verbal communication skills and be able to perform and prioritize multiple tasks with ease. Computer skills required. Strong guest and team member relations skills

Physical Requirements

100% standing with occasional walking and bending

Lifting/Carrying up to 20 lbs.

Hearing and manual dexterity

Distance vision 1-3 feet