Lead Guest Service Agent
Marriott Vacations Worldwide

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.
  • 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.

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