Job Description:
Reporting to the Front Office Leadership team, our Guest Service Agents (GSAs) serve as the ambassadors of the hospitality, story, and culture of St. Eugene Golf Resort & Casino. All members of the Front Office Team share the responsibilities of seeking out and acting on ways to enhance their guests’ stay; responding to and fulfilling guest requests and inquiries; ensuring that their guests are their top priority; maintaining office operations with speed, accuracy, and thoroughness; and enjoying their work. GSAs create the first and last impressions of St. Eugene—they begin with a warm greeting and professional check-in; they foster relationships throughout their guests’ stay through authentic interactions, facilitating requests, and sharing information; and they conclude their guests’ experience with an accurate check-out while extending an invitation to return.
Competencies
The successful candidate will, at the end of their probationary period, be:
- A punctual, reliable, honest, well-groomed, dynamic, open-minded, and passionate team player.
- Committed to providing their guests with a refined, seamless, and memorable experience that exceeds expectations.
- Willing and able to thoroughly understand Maestro PMS and Microsoft Office Suite, applying their functions according to departmental best practices.
- Motivated to work with diligence, integrity, accuracy, speed, and thoroughness.
- Able to identify social cues and express empathy while listening to a guest request or issue, then use this information to provide a personalized, successful resolution.
- Able to remain professional, calm, and in control in a high-pressure, high-workload environment by engaging organizational skills, multi-tasking techniques, and established internal confidence.
- Communicate effectively and coordinate with guests and hotel partners in person, via phone and email, maintaining professionalism throughout.
- Capable of engaging warmly and authentically with guests while offering guidance and information and promoting resort activities.
- Capable of accurately understanding, calculating, communicating, and processing various billing, rate, and folio structures.
- Capable of standing for extended periods and lifting objects weighing up to 50 lbs.
Qualifications
The successful candidate will possess a Grade 12 Diploma, be bondable, have a passion for creating and delivering exceptional guest, customer, or client experiences, be comfortable working in a fast-paced, guest-facing environment, be technically proficient in computer use, and demonstrate excellent verbal and written communication skills. Formal education and/or work experience in the Hospitality or Tourism industry is a plus. Experience with Maestro PMS or comparable Property Management Software is preferred.
Conditions of Employment
The nature of a 24/7 department requires all Front Office Employees to cover a range of shifts, including, but not limited to, regular evening and weekend work, holidays, late nights, and early mornings. This position is subject to a 90-day probationary period, during which training must be completed in AM, PM, Night Audit, and Reservations shifts.
Morning Shifts
