Guest Services Associate - Watermen's Retreat

Guest Services Associate - Watermen's Retreat

02 May 2024
North Carolina, Outer banks 00000 Outer banks USA

Guest Services Associate - Watermen's Retreat

Watermen's Retreat at REAL Watersports in Waves, North Carolina is seeking candidates for the Guest Services Associate position. This role is a year-round full-time salaried position with benefits including medical and dental coverage (after 90 days), paid time off (PTO), 401K profit sharing, employee discounts and more.

A seasonal hourly position is also available starting now - October 31, 2024.

Employee housing is available.

The Guest Services Associate role is responsible for providing a five-star experience for all guests at Watermen’s Retreat and all other Flying R properties. The Guest Services Associate works closely reports directly to the Watermen’s Retreat Operations Manager.

REAL Watersports is the official “Stoke Zone.” The company culture is fun, fast paced and focused on taking advantage of living and working in one of the best locations for wind and surf in the world.

Guest Services Associate Responsibilities

The Guest Services Associate is responsible for providing a five-star experience for all guests at Watermen’s Retreat, REAL Watersports, and all other Flying R properties. The Guest Services Associate will promote bookings with new and returning guests, create reservations, communicate confirmations to guests, ensure accurate billing and coordinate check-ins upon arrival. The Guest Services Associate will be the point of contact for arriving guests and will convey a positive and enthusiastic first impression. The Guest Services Associate will maintain the company’s commitment to the highest standards and will provide our guests with all the information they need to make their stay at Watermen’s Retreat a memorable five-star experience. The Guest Services Associate will act as an additional point of contact for REAL Watersports Lesson Center for guests who are arriving for lessons and camps. Additionally, the Guest Services Associate will perform housekeeping duties as needed, and provide assistance to other departments to meet the needs of REAL Watersports, Watermen’s Retreat or Watermen’s Bar & Grill.

Responsibilities include, but are not limited to:

1. Communicate with guest both in person and over a variety of platforms. Greet guests as they arrive. Create and confirm guest reservations that are requested either by phone, online or from within the company, process confirmations, revisions, and other information updates or changes. Accurately complete billing for upcoming reservations and accurately process all credit card transactions in accordance with established procedures. Advise clients that billing is complete, including emails with receipts and check-in procedures. On the day of arrival, promptly greet guests in a friendly and professional manner. Complete guest registration process, issue keys or door codes, and provide resort information including directing people to the Lesson Center for camps and lessons, setting up tabs for Watermen’s Bar & Grill and giving general information regarding area attractions, details, and directions. Make pre-arrival calls to incoming guests, assuring they know late check-in procedures. Answer questions for guests pertaining to their reservations including directions for parking and other items. Provide quotes for room rates and answer inquiries regarding availability of accommodations. Complete checkout procedures for clients. Provide on call coverage after office hours during variable days per week to include responding to text, voicemail and potentially responding on site to guest issues. (40% time)

2. Assist in coordination of housekeeping duties daily. Assist in the prioritization of the cleaning staff schedules based on the needs of incoming guests and expected time of arrival. Follow up and inspect cleaned properties to ensure that the cleaners meet our standards. Provide immediate feedback to cleaners including positive feedback of jobs well done as well as constructive feedback and/or demonstration where cleaners have failed to meet company standards. Communicate the results to the Guest Services Associate and Operations Manager. Identify and communicate maintenance items reported by guests and cleaners. (20%)

3. Perform housekeeping responsibilities as needed. Assist as needed in the cleaning of REAL Watersports, Watermen’s Retreat and other properties while working with minimal supervision. Perform deep cleans as needed. Complete tasks in a reasonable time, maintain and exceed the standards required for our properties. Accurate communication of items that need maintenance or repair, reporting on properties that have been left in poor condition by guests and any other potential subjects of concern that are observed while in the building or on the grounds. Perform inventory of housekeeping supplies, monitor product levels, replace, and fill as needed as well as offering suggestions of products or tools that may work better or be more efficient. (20%)

4. Maintain positive guest relationships. Respond appropriately to guest inquiries and concerns to ensure total guest satisfaction. Resolve guest issues to resolution to improve the guest experience. Escalate any outstanding guest inquiries or concerns to management that may require additional monitoring or follow-up. Promote teamwork and quality service through daily communications and coordination with other departments. Cultivate a positive and enthusiastic work ethic. Continuously exhibit a positive outlook, reaching out to guests to ensure a high-quality visit; be responsive to the needs of our guests as well as of co-workers. (10% time)

5. Perform other duties as needed. (10% time)

Expectations for Guest Services Associate:

Focus on five-star customer service and make it the top priority

Meet and greet guests with enthusiasm; represent our company and community to visitors

Possess strong planning, prioritization, time management skills and attention to detail

Continue to strengthen and improve verbal and written communication skills

Complete projects, initiate own tasks and solve problems with a minimum of supervision

Maintain a professional demeanor and work area

Always demonstrate a positive attitude towards guests and coworkers

Work efficiently in a fast-paced environment; address multiple simultaneous requests in a calm and organized manner

Weekend coverage is required. Days off may vary

Hours may be outside 9 am – 6 pm based on guests’ needs, special events or unusual circumstances

After hours on call responsibilities are required

Serve as an ambassador for whole company (REAL, Watermen’s Retreat and Watermen’s Bar & Grill)

Work both independently and with others as needed

Continue to develop problem solving skills for maintenance issues

The Perfect Fit:

Passionate about delivering an incredible guest experience, takes ownership, works independently, as a team and has a positive attitude

Proven experience in property management and/or hospitality vacation rental industry is preferred

Proficient in time management; the ability to organize and manage multiple priorities

Work experience with Microsoft Office, web-based applications, and standard workplace technology, possesses strong internal and external communication skills

Surf, kite and watersports experience and passion are a plus!

The Offer for Full-Time Year-Round

on-site, year-round full-time salaried position

medical and dental coverage (after 90 days)

paid time off (PTO)

401K profit sharing and employer match

employee discounts and more

Please apply at today!

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