Guest Services Associate - Worldmark Estes Park

Guest Services Associate

Travel + Leisure Co. is the world's leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

The Guest Services Associate will be responsible for providing excellent guest service as it pertains to guest registration/checking out of resort. He/She will promptly address guest service needs, provide resort information and area attraction details and directions, maintain unit vacancy inventory, reservations, and room assignments, process guest folios, collect payment, and accurately manage cash receipts. He/she will maintain the company's expected high quality standards and will follow all safety protocols as dictated by company policy and maintain Occupational Safety and Health Administration (OSHA), including the new Global Harmonized System (GHS) regulations.

Responsibilities include, but are not limited to:

• Responsible for the Guest Services function of the resort: Promptly greet guests in a friendly and professional manner. Complete guest registration process, issue unit keys, and provide resort information and area attractions details and directions. Accurately process all cash and credit card transactions in accordance with established procedures. Balance all cash receipts and work performed during shift and perform a bucket check on shift, post all guest charges, complete cashier and other reports, preparing deposit, and counting/securing of assigned bank. Complete check-out procedures, compute bills, verify that the correct charges and credits are posted to the corresponding guest folio, collect payment and makes changes as required. May routinely reserve and confirm guest reservations for individuals and/or groups that are requested either by phone or from within the company; process cancellations, revisions, and information updates on changes. Make pre-arrival informational calls to booked incoming guests, confirm and cancel reservations for guests and answer a variety of questions for guests pertaining to their reservations. Provides quotes for room rates (35% time)
• Maintain positive guest, owner and associate relationships: Respond appropriately to guest inquiries and concerns to ensure total guest satisfaction. Resolve guest issues to resolution in effort to improve the guest experience and escalate any outstanding guest inquiries or concerns to management that may require additional monitoring or follow-up. Make appropriate service recovery recommendations. Promote team work and quality service through daily communications and coordination with other departments. (35% time)
• Ensure compliance with: Internal Audit, Quality Assurance, Loss Prevention, Resort Operating Procedures, Guest Service Department Operating Procedures, and Standard Operating Procedures. (15% time)
• Cultivate a "Count On Me" Culture: Continuously exhibit the company's Count on Me philosophy; be responsive to the needs of our guests, associates and all we come into contact with on the job, be respectful in every way; deliver a great experience. (10% time)
• Performs other duties as needed. (5% time)

Travel is not a requirement for this position. If training is required off site, it will be local and be about half to full day of time.

Minimum Requirements and Qualifications:

Education:

• High School diploma or equivalent

Knowledge and Skills:

• Organizational Skills
• Excellent communication skills
• Acquires job skills and learns company policies and procedures to complete routine tasks
• Ability to read and comprehend routine instructions, short correspondence and memos
• Ability to give high priority to customer service
• Ability to solve problems with a minimum of supervision
• Ability to read, write and understand English
• Basic office skills helpful including basic math, proper cash handling procedures
• Must maintain a professional appearance and a Can-Do, positive attitude towards all guests and staff
• Ability to multi-task and work in a fast paced environment
• Must be people oriented and able to work independently or with others as needed
• Must be detail oriented

Technical Skills:

• PC Skills and Knowledge
• Ability to use basic office equipment including Fax, copier, printers
• Microsoft Office: Word, excel, outlook
• Key systems
• Hotel Hospitality Front office system knowledge a plus
• Must be able to easily and frequently change from one activity to another while operating a switchboard or computer keyboard

Job Experience:

• 1 year of guest services experience in a hospitality/hotel/resort environment and/or
• 1 year of customer service experience in service or retail environment

Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

Level of decision making authority: Works on assignments that are routine in nature. Must be able to make decisions and/or seek advice to ensure consistent functioning operations offering high levels of our Count on me Service.

Level of autonomy: Receives detailed instructions on all tasks, duties, and responsibilities. Needs to demonstrate good judgment and demonstrate a consistent level of professionalism.

Impact of incumbent's decisions on the organization: Impacts to Guests' vacation experience Decisions could impact safety of guests and employees.

Supervisory Responsibility: N/A

Scope/Financial Responsibility: Understand and care for company assets and equipment, supplies and property professionally Properly handle cash and basic financial transactions through Guest Services sales/gift shop sales, activities sales

How You'll Be Rewarded:

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Travel + Leisure Co. benefits include: Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Depending on position, paid time off, parental leave and holidays
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with employer match
• Legal and identity theft plan
• Voluntary income protection benefits
• Wellness program
• Employee Assistance Program

Compensation: Generally starting at $21.00 - $21.00 per hour. The actual hourly rate of the candidate(s) selected for this role will be set based on a variety of factors, including but not limited to experience, education, skills, training, and work location.

Where Memories Start with You:

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you'll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what's next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class.