Job Description - Non-Exempt

Position Title: Guest Services Associate

Reports To:

FLSA Status: Non-Exempt

Purpose

The Guest Services Associate is responsible for interacting with Capital Vacations guests and owners via telephone or in-person to gain or provide information in response to inquiries or requests while ensuring an enjoyable customer service experience. The Guest Services Associate checks in guests and Owners for presentations and provides back-up for gifting and welcome center.

Principal Duties and Responsibilities

• Greets and checks in guests and Owners
• Resolves customer complaints and ensures the smooth operation of the Guest Services Department
• Completes Pre-Arrival calls to all mini-vac package guests
• Prepares tour flow, prints gifting
• Runs and prepares reports at both opening and closing
• Completes 6-week projections and In-House reports as requested
• Communicates all pertinent and required information/reports to DOS, DOM, MOM, TO, etc.
• Answers phones
• Makes reservations
• Prepares and runs daily gifting inventory audit
• Provides backup for gifting, welcome center, and contracts departments
• Calls no shows and reschedule
• Fulfills any additional duties as required

General Statement - Performs the job assigned, complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity.

Job Requirements

Education, Essential Training / Certifications, and Experience:

• High School Diploma/GED
• Prior Front Desk/Customer Service experience in a resort or hotel environment preferred but not required.

Skills, Knowledge, and Abilities:

• Basic computer skills
• Attention to detail
• Customer Service skills
• Ability to work with minimal supervision.
• Excellent verbal and written communication skills

Shift: 40-hour work week, which will include holidays and weekends; additional hours may be necessary to accommodate tour flow

• Regular Hours (8 AM- 5PM) 1 hr. lunch included.
• Available to work on Saturdays.
• Sundays are OFF.

Travel:

• None