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To follow and enforce all policy, procedures and service standards.
To ensure each Guest Service Agent is properly trained to deliver efficient, effective service to Park visitors and does whatever it takes to ensure that guests are satisfied with their stay.
To resolve guest relation problems skillfully with willingness and desire to understand a guest's viewpoint and make any necessary billing adjustments so that the guest is satisfied when they leave.
To help in the development of all Front Office personnel throughout the season.
To regulate shift coverage for optimum effectiveness by scheduling staff according to business levels and labor standards.
To provide constructive feedback to staff and prepare employee HIGs and documentation.
To assist in administering employee incentive programs, and motivate staff.
To control the inventory of Front Office supplies and forms.
To provide managers on location with a weekly occupancy forecast to enable them to plan staffing and supply needs for the following week in the absence of the FOM.
Qualifications:
Performance management skills and the ability to supervise employees.
Strong communication skills.
Knowledge of CRT keyboard and printer operation.
Knowledge of Lodging Management Systems computer programs.
Ability to deal with guests when they are angry or upset.
Ability to work quickly and thoroughly when under pressure while remaining flexible and open to changes in procedures.
Knowledge of park facilities, activities, and features.
Ability to effectively handle multiple situations.
Strong organizational, administrative, sales and accounting skills.
Technical knowledge of Front Office operations.
Able to lift and carry up to 15 pounds.
Standing for up to eight hours per shift.
Requires bending, stretching and reaching throughout a shift up to 8 hours.