Job Description

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Reporting to the Front Office Leadership team, our Guest Service Agents (GSAs) serve as the ambassadors of the hospitality, story, and culture of St. Eugene Golf Resort & Casino. All members of the Front Office Team share the responsibilities of seeking out and acting on ways to enhance their guests' stay; responding to and fulfilling guest requests and inquiries; ensuring that their guests are their top priority; maintaining office operations with speed, accuracy, and thoroughness; and enjoying their work. GSAs create the first and last impressions of St. Eugene--they begin with a warm greeting and professional check-in; they foster relationships throughout their guests' stay through authentic interactions, facilitating requests, and sharing information; and they conclude their guests' experience with an accurate check-out while extending an invitation to return.

Competencies

The successful candidate will, at the end of their probationary period, be:

A punctual, reliable, honest, well-groomed, dynamic, open-minded, and passionate team player. Committed to providing their guests with a refined, seamless, and memorable experience that exceeds expectations. Willing and able to thoroughly understand Maestro PMS and Microsoft Office Suite, applying their functions according to departmental best practices. Motivated to work with diligence, integrity, accuracy, speed, and thoroughness. Able to identify social cues and express empathy while listening to a guest request or issue, then use this information to provide a personalized, successful resolution. Able to remain professional, calm, and in control in a high-pressure, high-workload environment by engaging organizational skills, multi-tasking techniques, and established internal confidence. Communicate effectively and coordinate with guests and hotel partners in person, via phone and email, maintaining professionalism throughout. Capable of engaging warmly and authentically with guests while offering guidance and information and promoting resort activities. Capable of accurately understanding, calculating, communicating, and processing various billing, rate, and folio structures. Capable of standing for extended periods and lifting objects weighing up to 50 lbs.

Qualifications

The successful candidate will possess a Grade 12 Diploma, be bondable, have a passion for creating and delivering exceptional guest, customer, or client experiences, be comfortable working in a fast-paced, guest-facing environment, be technically proficient in computer use, and demonstrate excellent verbal and written communication skills. Formal education and/or work experience in the Hospitality or Tourism industry is a plus. Experience with Maestro PMS or comparable Property Management Software is preferred.

Conditions of Employment

The nature of a 24/7 department requires all Front Office Employees to cover a range of shifts, including but not limited to regular evening and weekend work, holidays, late nights, early mornings, and overnight shifts. This position is subject to a 90-day probationary period, during which training must be completed in AM, PM, Night Audit, and Reservations shifts.