Job Description
The Evening Bell Service Lead often provides the first point of contact for guests and is responsible for creating an excellent first impression and making decisions as Bell Captain when necessary. They are responsible for greeting guests, assisting with luggage, transporting guests on property and assisting in creating wonderful Sunriver memories for all guests. The Guest Services Agent I will maintain the AAA Four Diamond standards.
The Evening Bell Service Lead will always conduct themselves in a manner which supports the Core Values of Sunriver Resort: Trust, Open & Honest Communication, and Commitment. He/She/They shall strive to deliver exceptional service to all internal and external guests at all times. In this role, they are responsible for exemplifying the Sunriver Resort Culture and actively supporting our Vision and Mission to be the destination of choice for our guests, owners, and associates.
Responsibilities
- Greets and welcomes guests upon arrival and departure including use of guest name & good eye contact with each guest
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
- Posted in the lobby when not out on a task
- Keeps record of all arriving/departing and in-house guests
- Provides transportation throughout Sunriver, Mt. Bachelor and surrounding area as needed
- Be knowledgeable of all tours/groups
- Maintains records for all VIPs, special requests, etc.
- Maintains an up to date working knowledge of all resort amenities as well as any special events
- Provides accurate directions and resort information for guests
- Upsells other resort services and amenities to guests including Destination Delivers
- Maintains upkeep of all desk resources, including refilling brochure rack, making copies of flyers when low and keeping desk organized and immaculate
- Arranges bell service for guests
- Schedules travel arrangements for guests
- Assists with luggage storage and retrieval
- Opens car doors for guests
- Valet parks cars
- Maintains knowledge of valet parking lot flow
- Performs special deliveries or errands for guests
- Delivers automobiles to guests ready to drive, which will require snow removal during winter season
- Maintains traffic control ensuring fire lanes are kept clear
- Provides daily custodial duties for the inside and outside of main lodge and parking areas
- Inspect vehicle for damage; document required repairs.
- Inspect vehicle for operating condition and rectify any deficiencies (i.e., tire pressure, oil/fuel/water levels)
- Inspect vehicle for cleanliness, inside and out; rectify any deficiencies
- Be capable of performing all the physical requirements outlined below
- Resolves guest problems
- Logs all guest issues in HotSOS and provides appropriate follow up
- Interacts with resort staff in a professional manner, assisting other departments with necessary information
- Always maintains a professional demeanor and attitude
- Communicates all pertinent information to the guest services team
- Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons). Reports all safety incidents to on-duty supervisor.
- Acts with responsibility towards all company property, supplies and equipment.
- Maintains a professional appearance. Follows all Sunriver Resort dress code standards.
- Remains alert, courteous and helpful to the guests and colleagues at all times.
- Performs all duties to property standards
- Performs concierge, front desk and PBX duties as needed
- Performs other duties as assigned
Qualifications
- Must have strong computer skills
- Must have strong working knowledge of Microsoft Office programs
- Must be able to work well under pressure
- Must lead and supervise the evening bell service team, providing guidance, training, and support
- Must be able to accurately give instructions, both verbally and written
- Must be able to stand on feet throughout the shift, with intermittent periods of walking;
- Must be able to lift, carry, push & pull up to 50 lbs.
- Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.
- Must be able to bend, squat, crawl, kneel, push, pull, run, walk on uneven surfaces
- Must be able to work in a variety of weather conditions (rain, wind, snow, heat)
- Must be able to climb stairs both indoors and outside in a variety of weather conditions (rain, wind, snow, heat).
