Lead Guest Service Agent
Marriott Vacations Worldwide

Escondido, California

Posted in Hospitality and Catering


This job has expired.

Job Info


Job Description
Essential Duties and Responsibilities (other duties may be assigned):

Resort Wide:

  • Consistently follow Welk Resorts' service standards at all times.
  • Follow all company and department policies and procedures.
  • Attend safety meetings, keep the workplace in safe condition, and work in a safe manner.
  • Adhere to attendance policy and report to workstation at scheduled start time.
  • Propose ideas or find ways to improve services, systems, and/or procedures.
Department:
  • Maintain a neatly groomed appearance that is in compliance with the Welk Resorts standards. For this position, appropriate dress includes a clean, pressed uniform worn in adherence to the Front Office Uniform Dress Code.
  • Handle day-to-day operational responsibilities such as check-ins, check-outs, pre check-ins, and guest accounts.
  • Check in with the department manager or supervisor to ascertain any special needs or events for the day.
  • Cooperate with coworkers and management.
  • Work to resolve conflicts with other team members, or see a manager if resolution is not possible.
  • Assist other WRSD team members if necessary and appropriate.
  • Be knowledgeable and provide information regarding resort facilities, hours of operation, key personnel, special activities and functions in the resort as requested.
  • Handle front desk telephone calls as needed and ensure that prompt courteous service is provided.
  • Make reasonable determinations of what a guest is seeking in room accommodations, based on the guest's requests and information given, and participate in problem solving situations while keeping managers and supervisors informed.
  • Coordinate villa moves and transfers, communicate and expedite guests waiting for rooms.
  • Maximize villa inventory through effective Room Matrix utilization.
  • Be familiar with all departments and key personnel in each department.
  • Perform all duties listed on the shift checklists and inform department supervisor or manager of any duties that are not clearly understood.
  • Complete all duties on the shift checklists, and inform department supervisor or manager immediately if any items on the checklist cannot be completed during the shift.
  • Utilize the computer system in retrieving, updating and inputting guest information.
  • Answer the telephones professionally and cheerfully, including transferring and routing misdirected calls and taking messages.
  • Read all departmental memos and inform supervisors or managers of any information that is not clearly understood.
  • Report to supervisors and managers any supplies that are needed or any safety concerns that need to be addressed.
  • Alert the following shift of any duties that have not been completed or of any pertinent information regarding special situations.
  • Assist with basic Owner Services and Villa Rental related inquiries.
  • Process payment and charge guest accounts for Concierge charges.
  • Take payment for owner maintenance fees when necessary.
  • Follow all cash handling and bank AOPs.
  • Perform other tasks as assigned by department supervisor or manager.
  • Maintain a positive attitude and exemplify the mission and vision of Welk Resorts. Attend and participate in all Welk workshops.
Education and/or Experience:

High School diploma or GED. One year certificate from college or technical school; at least six months related experience and/or training; or equivalent combination of education and experience. Hospitality experience preferred.

Welk Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.


This job has expired.

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