Resort Guest Services Coordinator

The Abbey Resort; Fontana-on-Geneva Lake (WI); On-site; USD 28,000 - 42,000; Full time

Job summary

The Abbey Resort in Fontana-on-Geneva Lake, WI is seeking a Hotel Operator to join our service-focused team. You will act as the resort's central communications hub, handling calls, guest messages, and service requests to ensure a seamless guest experience.

You will coordinate with Housekeeping, Engineering, Front Office and other departments, support Reservations during peak times, and help maintain accurate records while upholding service standards.

Qualifications

• High school graduate or equivalent.
• Pleasant speaking voice.
• Previous hotel, hospitality, customer service, or call center experience preferred.
• Excellent written and verbal skills.
• Strong computer proficiency and ability to learn multiple hospitality software systems.
• Excellent organizational skills with the ability to prioritize multiple tasks simultaneously.
• Must be able to type accurately.

Responsibilities

• Answer and route all incoming telephone calls in a courteous, professional, and timely manner.
• Respond promptly to guest messages through the Canary guest messaging platform while maintaining the resort's service standards.
• Provide accurate information regarding guest rooms, resort amenities, dining outlets, spa services, recreation, events, hours of operation, and local attractions.
• Assist guests with questions, requests, concerns, and service recovery opportunities.
• Create, dispatch, and monitor guest service requests through the HotSOS service optimization platform.
• Coordinate guest requests with Housekeeping, Engineering, Front Office, Food & Beverage, and other resort departments.
• Escalate urgent guest concerns to the appropriate department leader.
• Communicate service updates to guests when appropriate.
• Assist the Reservations Department during periods of high call volume.
• Support reservation confirmations, modifications, and general reservation inquiries.
• Process advance deposits and maintain accurate reservation records.
• Assist with online travel agency (OTA) reservation verification and payment processing.
• Complete reservation-related administrative tasks as assigned.
• Maintain working knowledge of all resort communication systems, including telephone, messaging, reservation, and service optimization platforms.
• Activate manual communication procedures during system outages or emergencies.
• Maintain confidentiality of guest and owner information.
• Stay informed of daily resort activities, promotions, events, outlet hours, and operational updates.
• Complete assigned reports and administrative projects accurately and within established deadlines.
• Collaborate with all resort departments to ensure seamless guest communication and service delivery.
• Perform additional duties as assigned.

Skills

Pleasant speaking voice

Excellent written and verbal comms

Typing

Strong computer skills

Hospitality experience

Education

High school diploma or equivalent

Job description

The Abbey Resort in Fontana-on-Geneva Lake, WI is seeking a Hotel Operator to join our service-focused team. You will act as the resort's central communications hub, handling calls, guest messages, and service requests to ensure a seamless guest experience.

You will coordinate with Housekeeping, Engineering, Front Office and other departments, support Reservations during peak times, and help maintain accurate records while upholding service standards.