Guest Services Associate

Capital Vacations, LLC; Provo (UT); On-site; USD 19,000 - 28,000; Full time

Job summary

Capital Vacations, LLC in Provo, UT seeks a Guest Services Associate – Front Office to be the first contact for guests, handling check-ins/outs, reservations, and inquiries. The role supports night audit, cash handling, and coordination with departments to ensure guest satisfaction.

Experience in resort/hotel industry preferred; high school diploma or GED required; bilingual abilities are a plus.

Qualifications

• High School Diploma/ GED
• Experience or comparable knowledge in the Resort/Hotel industry; Timeshare knowledge is preferred

Responsibilities

• Check guests in and out most efficiently and courteously
• Answer guest questions about local restaurants and attractions
• Handle revenue from all departments daily and post transactions
• Balance cash drawer and perform cashier audits
• Prepare night audit daily and enter maintenance requests
• Make reservations and room moves to ensure guest satisfaction
• Respond to online reviews and coordinate with departments for guest requests
• Prepare check-in packets for upcoming week and assist with inventory management

Skills

Customer service

Attention to detail

Verbal & written communication

Active listening

Problem solving

Bilingual (a plus)

Flexible schedule

Education

High School Diploma/GED

Experience in resort/hotel industry

Job description

Job Description - Non-Exempt

Position Title: Guest Services Associate– Front Office

Reports To: Front Desk Manager

FLSA Status: Non-Exempt

Purpose

The Guest Services Associate represents the first point of contact with our guests and handles all stages of their stay.

Principal Duties and Responsibilities

Responsibilities listed may not apply to all locationsIs responsible for the efficient and courteous operation of the front deskIs responsible for checking guests in/out most efficiently and courteously. Collect balances and post appropriate room chargesAnswers and transfers all calls from the switchboard using proper telephone etiquetteAnswers guest questions about local restaurants and attractionsMakes courtesy calls and follow up calls to all guests’ issuesSends confirmation letters to owners/guestsCoordinates with all other departments to ensure a smooth response to guest’s requestsProcesses all incoming revenue from all departments dailyOpens and closes the credit card machines and cashier audit reportsBalances out cash drawer, processes advance deposits when making reservations, collects money and posts the transactions from other departmentsOrders office supplies as neededPrepares night audit dailyEnters maintenance and service requests in SPI promptlyMakes reservations most courteously and efficientlyMakes room moves and stay-over requests for guests as needed to ensure guest satisfactionRuns reports and corrects errors before the guests checkinPerforms any other inventory management changes as directed by the supervisor or managerPrepares check-in packets for the upcoming weekMakes rental calls to notify owners whether their villa rented or notResponds to online reviewsReconciles rentals for the previous monthChecks online travel agents for rental inboundsMakes daily post office and banking runsBlocksRCI points for unpaid accountsManagesRCI banking, membership changes, and cancellationsAll other duties as assigned by management

General Statement

- Performs the job assigned, complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity.

Job Requirements

Education, Essential Training / Certifications, and Experience:High School Diploma/ GEDExperience or comparable knowledge in the Resort/Hotel industry; Timeshare knowledge is preferred

Skills, Knowledge, and Abilities

Basic computer skillsClose attention to detailExcellent Customer Service skills with the ability to work under pressureBilingual is a plusActive listener with the ability to solve problemsAbility to Work with minimal supervisionExcellent verbal and written communication skillsFlexible schedule –Ability to work evenings, holidays and weekends are a mustShift: Additional hours may be necessary to cover shifts and meet deadlinesRegular Hours and WeekendTravel:None