The Guest Services Operations Advisor maintains the ResortSuite system?s use of housing resources, in partnership with Registrations, and problem solves situations as they arise. Field direct inquiries from both Guests and Guest Services staff while collaborating with the Guest Services Manager with regards to addressing the obstacles.
Respond to Guest Services Associate and guest housing inquiries (room booking, room availability, room prices/discounts) with excellent customer service skills.
Acts as acting Supervisor with regard to Guest Recovery related decision making, in the absence of management or supervisor, unless in a truly unusual situation.
Handle the settling of guest balances and collecting of past due balances.
Interface with Housekeeping and Guest Services on room status and room changes during guest stays.
Responsible for balancing the revenue and expense transactions, which occurred during the day.
Responsible for checking out guests within ResortSuite on the guest?s departure day.
Effectively communicate balances due/accounting errors to both guests and the Guest Services Manager.
Coordinate, train, and evaluate Front Desk team to maintain and exceed established guest services standards.
Receive and process guest payments, record payments in system in an accurate and timely manner.
Process all cash/credit transactions within Resort Suite according to policy and financial guidelines with 100% compliance.
Ensure that all Guest Services procedures, tasks, check-in, guest finance, and remuneration are maintained in accordance with the established policy, procedure standards, and budgetary constraints.
Other duties as assigned by leadership.
Possesses strong core ethics, integrity, and values consistent with Kripalu s organizational principles. Builds effective relationships, identifies internal and external customer expectations, sees issues from their point of view; offers practical, mutually beneficial recommendations, solutions, and ideas. Demonstrates the knowledge and abilities necessary to perform required job elements to established standards. Learns and adapts quickly in new situations resulting in successful performance. Accepts responsibility for own actions. Embraces experiences as learning opportunities.
ESSENTIAL SKILLS AND EXPERIENCE
High school diploma or equivalent. At least one year experience in room block management, and at least two years of experience within a hospitality or customer service role. Proficient with Hotel Management software and Microsoft programs including Outlook, Word, and Excel. Demonstrated data entry accuracy. Excellent customer service and phone skills. Computer and spatial relation skills with interest in puzzles, big picture capability. Comfortable with making decisions in response to immediate situations (creative problem-solving skills) as well as cooperative decision-making skills. Highly self-motivated to become an expert at offerings and options. Detail oriented; commitment to accuracy. Flexible; effective in team structure. Cooperative decision-making and feedback communication skills. Ability to integrate feedback/coaching as on-going development. Previous knowledge of Kripalu a plus Associated topics: expertise, guide, leadership, management experience, monitor, review, senior, service manager, supervisor, telephone
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.