Guest Services Lead

Position Summary
We are seeking a friendly, organized, and service focused Guest Service lead to join our team. As the first point of contact for guests, you will create a warm and welcoming experience while ensuring smooth and efficient operations at our Welcome Center. This role is ideal for someone who enjoys working with people, thrives in a fast paced environment, and takes pride in delivering exceptional hospitality, especially during our busy seasons.

Key Responsibilities
Customer Service & Desk Operations
• Greet all guests warmly upon arrival and departure, creating a positive first impression. Provide prompt, courteous responses to guest inquiries and requests.
• Check guests in and out, process payments, issue room keys, and ensure all reservation details are accurate.
• Resolve guest issues with professionalism and a service first attitude.
• Offer knowledgeable guidance about resort amenities, activities, local attractions, and dining options, etc.
• Answer phones professionally and assist with reservations, modifications, confirmations, and cancellations.
• Maintain accurate records of guest accounts, and any daily activity logs.
• Follow proper procedures for posting charges, settling accounts, and handling billing questions.
• Keep the front desk and welcome center, tidy, and welcoming, including retail displays.
• Maintain punctuality and dependability for scheduled shifts.

Teamwork & Communication
• Communicate effectively with housekeeping, maintenance, and all other departments to fulfill guest needs.
• Promote resort programs that enhance guest satisfaction and loyalty.
• Relay relevant shift information to the next shift and supervisors.
• Foster positive working relationships and contribute to a collaborative team environment.
• Complete all checklists and assigned tasks accurately and on time.
• Uphold all safety, security, and emergency procedures.
• Be flexible and shift to other work areas as the need arises during different seasons.
• All other tasks assigned by management.

Required Knowledge, Skills & Abilities
• Strong customer service skills with a friendly and helpful attitude.
• Ability to multitask in a fast paced environment while maintaining accuracy and attention to detail.
• Strong organizational and interpersonal skills.
• Ability to learn quickly and follow written and verbal instructions.
• Basic computer experience.
• Ability to work effectively as part of a team.

Schedule Requirements
• Must be available to work weekends (and some evenings in the winter months)