Job Description

Guest Service Representative – Soaring Eagle Waterpark & Hotel

Guest Service Representatives (GSR) attend to guests upon their arrival to the hotel and/or waterpark and continue to offer assistance throughout the stay of the guest. Although the Soaring Eagle Water Park & Hotel is an enterprise of the Saginaw Chippewa Indian Tribe of Michigan, it operates under the Migizi Economic Development Company Policies and Procedures.

Essential Job Duties and Responsibilities:

• Works directly with the public; performing for people or dealing directly with the public. This includes serving Guests for the Soaring Eagle Waterpark & Hotel, Soaring Eagle Hideaway RV Park, The Retreat, and outlets as well as receiving clients or guests at entry or in the lobby.
• Interacts with machinery; using computer systems (including hardware and software) to program, write, set up functions, enter data, or process information. Uses office equipment and current technology to process information.
• Communicates with supervisors, peers, and Guests; provides information to supervisors, coworkers, and Guests by telephone, written form, email, or in person.
• Resolves conflicts and negotiates with others; handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.
• Makes decisions and solves problems; analyzes information and evaluates results to choose the best solution and solve problems.
• Documents/records information; enter, transcribe, record, store, or maintain information in written or electronic/ magnetic form.
• Assists and cares for others; provides personal assistance to others, such as coworkers, customers, or visitors as part of safety administration during emergency and non-emergency response per Standards of Procedures (SOP).

• Establishes and maintains interpersonal relationships; develops constructive, professional, and congenial relationships with team members.

• Must be available to work weekends, evenings, and holidays.
• Performs other duties as assigned.

Skills:

• Active listening; gives full attention to what other people are saying, take time to understand the points being made. Ask questions as appropriate and not interrupt at inappropriate times.
• Speak; talk to others to convey information effectively.
• Service orientation; actively look for ways to help people.
• Social perceptiveness; be aware of others’ reactions and understand why they react as they do.
• Critical thinking; use logic and reason to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Reading comprehension; understand written sentences and paragraphs in work-related documents as provided in English.
• Instructing; teach others how to do things as you have been trained or by SOPs.
• Mathematics; use general mathematics and cashier skills.
• Monitoring; monitor or assess the performance of yourself, other individuals, or organizations to make improvements or take corrective action.

• Coordination; adjust actions in relation to others’ actions.
• Must possess good oral and written communication and organizational skills.
• Must be computer literate. Must have a thorough understanding and some knowledge in the appropriate software to include Microsoft Office Suite (Word and Excel).
• Must possess a proven record of dependability and excellent work performance.
• Must possess a desire and ability to interact with all people or types of guests. Must possess a positive, upbeat personality with a desire to deliver outstanding customer service. Must be service oriented and be able to multi-task when conducting the assigned responsibilities.
• Must be willing and able to follow all departmental policies and procedures, as required. Must possess the capability of being a team player and partner with other associates in order to complete assigned tasks. The candidate must be able to accomplish duties in a positive manner.

Work Environment/Safety Hazards:

Frequent use of hands, wrists, fingers associated with computer operation. Able to stand for extended periods and walk throughout the Waterpark & Hotel k property. Could exert in physical effort in lifting/transporting at least 50 lbs. Push/pull cart or equipment up to 250 lbs. Endure various physical movements throughout the work areas. Reach 24 inches/2 feet. Working under variable temperature conditions and noise levels, indoor/outdoor settings, fume/and odor hazards, dust and/or mite hazards, and chemicals.

Minimum Qualifications:

Required

• 18 years of age.
• High school diploma or G.E.D.
• One (1) year of customer service experience in a retail setting with cash handling experience.
• Pre-employment background check.

Preferred:

• Saginaw Chippewa Indian Tribe of Michigan Preference Candidate preferred.