RV Resort Guest Experience & Reservations Specialist

PainCeptor; California; Hybrid; USD 38,000 - 45,000; Full time

Job summary

Pala RV Resort is seeking a Guest Services/Reservations Associate to enhance the guest experience from initial reservation through stay. You will maintain appearance and cleanliness of the RV Resort and support daily reservations and guest services to ensure high standards.

Responsibilities include handling reservations, processing payments, managing inquiries, and assisting with transportation needs to/from the casino and resort.

Qualifications

• Proficient in Microsoft Office (Excel, Word, and Outlook).
• Excellent phone etiquette, people, and strong communication skills.
• Must have mathematical, analytical, and reasoning ability.
• Must read, write, speak, and understand English.
• Ability to be flexible with work schedule.
• Must possess a valid California Driver’s License and good driving record.

Responsibilities

• Promptly answer incoming telephone calls and ensure guests receive high quality service at all times.
• Maintain a pleasant and professional attitude when processing reservations or assisting guests.
• Knowledge of RV Resort sites’ availability for future and present dates.
• Schedule and process reservations, confirmations, cancellations, changes, moves, refunds per policies.
• Prepare Welcome packets for guest arrivals.
• Balance shift check-out procedures as relates to credit card and cash sales.
• Understand RV Resort reservation system application functionality.
• Verify proper vehicle access registration to RV Resort.
• Channel guest complaints according to RV Resort procedures.
• Check emails and ensure inquiries are processed on time.
• Adhere to company policies and RV Resort service standards.
• Suggest ideas to standardize procedures and improve efficiency.
• Assist guests with transportation services to/from Pala Casino West Entrance/RV Resort as directed by management.
• Follow all policies related to vehicle, inspection, cleanliness, disinfection, and stock levels.
• Perform other duties as assigned.

Skills

Microsoft Office proficiency

Phone etiquette

Communication skills

Analytical thinking

English fluency

Flexibility

California driver’s license

Tools

Excel

Word

Outlook

Job description

Responsible for the guest’s overall experience as it pertains to their initial reservation process and maintaining the appearance of the RV Resort by performing cleaning and maintenance services. Ensure high standards of quality service are consistently maintained at the RV Resort. This position reports directly to the RV Manager and RV Supervisor.

Qualifications

• Proficient in Microsoft Office (Excel, Word, and Outlook)
• Excellent phone etiquette, people, and strong communication skills
• Must have mathematical, analytical, and reasoning ability.
• Must read, write, speak, and understand English.
• Ability to be flexible with work schedule.
• Must possess a valid California Driver’s License and good driving record.

Essential Job Functions

• Promptly answer incoming telephone calls and ensure our guests are provided with high quality and service standards at all times
• Maintain a pleasant and professional attitude when processing reservations or assisting guests
• Knowledge of RV Resort sites’ availability at all times, for future and present dates
• Effectively schedule and process reservations, confirmations, cancellations, changes, and moves, refunds, etc. according to Pala RV Resort policies and procedures
• Prepare “Welcome” packets for guest arrivals
• Proper balancing of shift check-out procedures as it relates to credit card and cash sales
• A clear understanding as it relates to all functions of the RV Resort reservation system application
• Verify proper registration of vehicle access to RV Resort
• Proper channeling of all guests’ complaints received according to RV Resort procedures
• Check all e-mail correspondence and ensure procedures for managing inquiries and requests are processed on time
• Adhere to company policies and procedures and RV Resort service standards
• Constantly be alert for new ideas and standardize procedures to improve the efficiency of Team Members
• On the direction of management, maintains the RV Resort grounds (including sites, swimming pool area, restrooms, etc.)
• On the direction of management, assists guests promptly and courteously with transportation services to/from Pala Casino West Entrance/RV Resort
• Follows all policies related to all vehicle, inspection, cleanliness, disinfecting, well-stocked and in good working order
• Performs other duties as assigned

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