Enchantment Resort

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Guest Services Agent (20582)

at Enchantment Resort

Posted: 8/31/2020
Job Status: Full Time
Job Reference #: 20582

Job Description

Job Details
Enchantment Resort - Sedona - Sedona, AZ
Full Time
$14.50 - $14.50 Hourly
Hospitality - Hotel

This is a place where every day can be extraordinary. Where you’re greeted at every turn by epic landscapes, where your fellow team members welcome you as if you’re family, and where people come from all over the world to seek memorable experiences that can only be found here.

As a guest services representative at Enchantment Resort, you will set the tone for each visit. With a warm smile and seamless service, you will ensure our guests have a superior stay from check-in to check-out.


Basic Function: Represent the resort to the guest throughout all stages of the guests 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

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!