Job Description
Job Description
About Company:
At The Resort at Glade Springs, we believe that exceptional service and hospitality are the cornerstones of our success. Our commitment to creating memorable experiences for our guests is what sets us apart. As a prospective employee, you will play a vital role in upholding these values.
Our Service Philosophy:
- Guest-Centric Approach: We prioritize the needs and preferences of our guests, ensuring their satisfaction and comfort at every touchpoint.
- Attention to Detail: Every interaction matters. We strive for excellence by paying attention to the smallest details, from the cleanliness of our facilities to the warmth of our greetings.
- Proactive Problem Solving: Anticipating and addressing guest concerns before they arise is key to delivering seamless service.
Our Hospitality Culture:
- Empathy and Respect: We treat our guests and colleagues with genuine care and respect, fostering a welcoming and inclusive environment.
- Team Collaboration: Success is a collective effort. We work together, supporting and uplifting each other to achieve our common goals.
- Continuous Improvement: We are committed to learning and growing. Regular training and feedback help us enhance our skills and stay ahead in the industry.
Joining The Resort at Glade Springs means becoming part of a family that values dedication, passion, and a positive attitude. We look forward to welcoming you and working together to create unforgettable experiences for our guests. Associates enjoy great benefits including discounted golf, retail and food as well as access to our fitness center and indoor pool!
About the Role:
Represents the resort to the guest throughout all stages of the guest’s stay. Determines a guest’s reservations status and identifies how long the guest will stay. Helps guests complete registration cards and then assigns rooms accommodating the special requests whenever possible. Verifies the guest’s method of payment and follows established credit-checking procedures. Works closely with the housekeeping department in keeping room status reports up to date. Must be sales-minded. Present options and alternatives to guests and offers assistance in making choices. Knows the location and types of available rooms as well as the activities and services of the property.
ESSENTIAL JOB FUNCTIONS: Essential duties and responsibilities include the following:
- Greets, assigns and registers guest rooms, accommodate special requests whenever possible.
- Stay up-to-date on room rates, packages, discounts and how to handle each, as well as how each relates to other departments.
- Possess and develop a thorough knowledge of the room locations, types of accommodations available.
- Develop detailed knowledge about the resort staff, services and hours of operation in all departments of the resort.
- Promptly notify housekeeping of late checkouts, early check-ins and special requests.
- Know cancellation procedures.
- Develop a thorough knowledge of the computer system.
- Handle guest checkouts efficiently and in a friendly professional manner while maintaining the established service standards.
- Know cash handling procedures.
- Use proper telephone etiquette and follow established standards for answering all phones.
- Read and initial memorandums to keep updated on all current information.
- Report any unusual occurrences and/or requests to management.
- Know safety and emergency procedures and how to act upon them.
- Maintain the cleanliness and neatness of the front office area.
- Utilize free time cleaning and straightening work areas.
- Maintain exceptional personal appearance at all times. Wear the uniform assigned by management including name badge.
- Know who to contact to assist guests for each departmental need.
- Develop a good knowledge of the resort to assist guests in finding restaurants, golf courses, spa, etc.
- Be aware of the surrounding area to assist guests in finding such off-property needs as banking, food stores, rental car agencies, gas stations, churches, etc…
- Able to work varied schedule including nights, weekends and holidays.
- Able to stand for long periods of time.
- Abide by all rules and regulations set forth by the management of the resort and work in a friendly manner with all resort guests/associates, etc.
- Respond positively to supervisory training and development.
- Must be well mannered, display a smile at all times, greet guests and associates when encountered, show appreciation to the guests for being at the resort, show willingness to help guests and associates at all times.
- Use all forms, logs and reports provided to help perform and record assigned tasks.
- Make incoming reservation calls to established standards.
- Make activity reservations to established standards.
- Attend scheduled training seminars and department meetings.
- Regular and reliable attendance.
- Incorporates safe work practices in job performance.
- Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.
- Maintains a favorable working relationship with all other company associates and purveyors to promote a cooperative and harmonious working climate, which will be conducive to maximum employee morale, productivity, efficiency and effectiveness.
- Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objectives of the position.
- Maintains a professional standard at Glade Springs to include but not limited to: appearance, verbal discussions, written correspondence and interactions with members, associates and guests. Does not discuss confidential items with fellow associates or work-related issues with members or guests.
- Other tasks as assigned by the Front Office Manager.