Guest Service Relations

Apr 18 2018
Princeville Ranch |Princeville|Part Time
Job Description

Guest Service Representatives (GSR) are trained in Telephone Reservation Duties and Front Desk Duties, including all tasks supporting tour operations and retail sales.  This position will be filled as Part Time, Full Time, or seasonal/temporary.

 

Telephone Reservationist Duties and Responsibilities

  • Handle all incoming telephone calls and route them appropriately.
  • Respond to all inquiries for tour information or for reservations, from guests and activity vendors.
  • Accurately & enthusiastically describe all tours and related details/requirements.
  • Get all information required for each booking.
  • Maintain excellent vendor relationships.
  • Deal with guests and vendors professionally and with emphasis on high quality customer service.
  • Apply sales skills to promote tour bookings.
  • Be able to resolve minor conflicts or misunderstandings with vendors and guests with aloha spirit.
  • Maintain adequate levels of office supplies and other supplies as designated.
  • Assist with restocking retail store items as needed.
  • Attend mandatory staff meetings and field trainings as required.
  • Responsible for competently performing emergency duties.
  • Read and comply with all company policies and written communication.
  • Perform shift duties as assigned.
  • Assist with Front Desk duties as needed to facilitate large groups.
  • Cover Front Desk duties during designated employee breaks.

 

Front Desk Greeter Duties and Responsibilities

  • Provide all customers and potential customers who come in for information with an enthusiastic and friendly greeting.
  • Demonstrate aloha and high quality customer service in all customer interactions.
  • Accurately handle check in procedures, ensuring all documents and/or money has been collected properly.
  • Follow up any uncollected monies or vouchers.
  • Maintain high standards of personal appearance – you are the point of first contact!!
  • Maintain orderly, clean and dusted front counter, retail area, waiting areas and bathrooms.
  • Assist with restocking retail store items as needed.
  • Assist in all details of tour operation support (includes facility cleaning, linen & backpack laundry, packing tour lunches, maintenance & cleaning of loaner equipment and other duties as assigned).
  • Maintain adequate supplies of produce, lunch food items & accessories and other supplies as designated.
  • Attend mandatory staff meetings and field trainings as required.
  • Responsible for competently performing emergency duties.
  • Read and comply with all company policies and written communication.
  • Perform shift duties as assigned.
  • Provide backup for Telephone Reservation taking during busy seasons (two phone lines and two computers for reservation taking)
  • Cover Telephone Reservation duties during designated employee breaks.

 


Experience and Qualifications

  • High school degree and 2 years of college or relevant work experience is required
  • Skills and attitude in support of positive customer contact and sales
  • Enthusiastic, friendly personality and great customer service skills are required
  • Previous visitor industry and sales experience a plus
  • Able to provide professional, helpful service in difficult situations and to difficult people
  • Computer experience desirable, especially reservation systems, Word, Excel and Outlook
  • Work independently and efficiently, complete duties on schedule
  • Communicate clearly with guests and co-workers
  • Ability to work well with others and perform as part of a team
  • Handle money accurately and perform basic math functions
  • Able to multi task in a busy, noisy environment
  • Attention to detail is a must
  • Professional in appearance & work attitude
  • Commitment to excellence
  • Creative problem solving helpful
  • Able to commit to a fixed schedule
  • Flexibility, when needed as back-up
  • Able to lift 30 pounds and work an eight (8) hour or more shift standing up and walking around