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Riverside Campground & Cabins Job Description – Guest Services Agent
Job Title: Guest Services Agent
Department: Guest Service
Property Overview:
Riverside Campground & Cabins is located on the banks of the Big Sur River and among towering redwood trees. This location accommodates 30 tent/RV Sites & 12 cabins, providing an exceptional stay for all types of travelers. Riverside Campground & Cabins prides itself on creating a relaxed, intimate outdoor experience with thoughtful details for all it’s guests.
Scope of this Position: The Guest Services/Camp Store Agent must be flexible and willing to learn all of the following duties:
The Guest Services Agent is responsible for processing all guest check-ins, check-outs, site/cabin assignments, and early check-in / late check-out requests. Creating and managing guest bookings, securing deposit and final payment. Ensure rates are accurate, verify/adjusting billing for guests. Coordinate with Housekeeping to track room status and guest concerns. Provide local information and assistance to all guests and visitors.
Camp Store Attendant. The Camp Store Attendant is responsible for attending the Camp Store. Duties include: stocking & displaying products, receiving money from and disbursing money to customers, maintaining a high level of customer service at all times, smile and greeting customers; answering customers’ questions, maintain cleanliness of store. The Camp Store Attendant is also responsible for inner tube rentals; ensuring all inner tubes are returned by the end of the day.
Maintain complete knowledge of campground operations, answer telephone calls with proper telephone etiquette, describe accommodations and all amenities, obtain all designated information to book a reservation, respond to all guest email inquiries and share with the appropriate Manager as necessary, accommodate special requests, the ability to exercise the personal discipline and extra diligence to assure that projects are completed on a timely basis, resolve guest complaints, ensuring guest satisfaction.
Obtain assigned bank and ensure the accuracy of contracted monies. Always keep the bank secure. Present folio to guest and resolve any disputed charges. Perform additional duties, as assigned.
Benefits: Housing provided as part of employment contract, fuel allowance if commuting, generous vacation plan, flexible schedule, health Benefits, 401k matching.
Skills/Knowledge Required:
- High levels of patience, tact, and diplomacy.
- Strong organizational, prioritization skills and ability to work well under pressure and meet deadlines.
- Maintains a keen sense of urgency.
- Ability to think clearly, remain calm, and resolve problems using good judgement.
- Communicate clearly, concisely, and openly.
- Exude high energy and demonstrate a knack for building rapport with guests and colleagues.
- Exhibits organizational abilities and shows a natural skill for multi-tasking, prioritizing, and anticipating needs.
- Satisfactorily communicate with guests, management, and co-workers to their understanding.
- Fluency in English, fluency in additional languages a plus.
- Ability to maintain confidentiality of guest information.
- Flexible schedule – willing and able to work shift duties that may include evenings, nights, weekends, and holidays.
Physical Requirements:
- Must be able to bend, stoop, squat and stretch to fulfill necessary tasks.
- Must be able to lift, push, and pull up to 25lbs. on a regular and continuing basis.
- Must be able to stand and exert well-paced mobility for up to 8 hours in length.
Qualification Standards:
- Experience: 1 to 2 years of previous experience in a similar position would be an asset but not required, we will train the right candidate.
- Grooming: All colleagues must maintain a neat and well-groomed appearance (specific standards will be provided).
- Must have a clean driving record.
- Must be available for at least 6 months.
