Guest Services Agent

Job Description

Job Description

WHO WE ARE

Spinnaker Resorts develops, markets and provides property management for 12 resorts that offer different experiences, as each location has unique topography and local flavor. From the low-key coastal paradise of Hilton Head Island, South Carolina, to the sunny shores of Ormond Beach, Florida, to the neon and natural draw of the Ozarks in Branson, Missouri, or to the historical charm of Williamsburg, Virginia – Spinnaker Resorts has developed resorts that our owners and guests love to return to after previously experiencing vacation days filled with leisure and exploration.

An award-winning vacation ownership company, Spinnaker Resorts offers a variety of opportunities for talented individuals who seek a rewarding career in helping make vacation ownership dreams come true. What makes us memorable, in addition to our excellent quality accommodations, amenities and property management, is our company’s exceptional customer service and dedication to our owners and guests.

As we continue to expand our operations, consider starting a career with a company made up of over 600 industry professionals dedicated to one common goal : providing our owners and guests with the most extraordinary vacation experience possible.

Click here to meet the Spinnaker Family! Testimonials from team members from various locations and roles. Could you see yourself joining our team?

JOB DESCRIPTION SUMMARY

The Guest Services Agent will deliver outstanding customer service to our owners and guests and is responsible for upholding SDC Property’s standards and practices. The Guest Services Agent will provide meaningful and positive interactions with guests from the phone, during check-in, throughout the duration of the stay and finally to the conclusion during the check-out process.

DUTIES AND RESPONSIBILITIES

• Participate in daily operations of the Front Desk, including but not limited to the front desk check list, answering phone calls, checking guests in and out, and creating positive and helpful interactions with our owners and guests.
• Know the general roles and responsibilities of corporate departments, managers, and directors.
• Support our “guest service approach” by ensuring guests are called from the wait list for early check-in as soon as possible.
• Follow all ADA rules as they pertain to Service Animals.
• Provide detailed work orders through HotSOS along with exceptional follow-up to all guests requiring this service.
• Ensure safety and security for all our guests and owners.
• Ensure all cash is secure at the front desk.
• Ensure package handling and check requests are done following proper procedures.
• Have knowledge of the RCI and II exchange process, ownership, inventory, and rental types to include 3rd party intermediaries along with booking rules and processes in order to better assist our guest and owners.
• Provide constant communication with the marketing team with regards to tour guests experiencing any issues.
• Communicate clearly and precisely with both owners / guests and interdepartmentally.
• Be informative and suggestive with good local area knowledge and general information about our properties.
• Accurately check in guests and provide them with a positive start to their vacation experience.
• Post payments to guest folios, ensuring that the guests have paid for their stay prior to checking in, that all assessment dues are collected and obtain appropriate authorizations for incidentals.
• Give a professional and warm farewell to our guests.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

BENEFITS (if eligible)