Guest Services Associate

 PRIMARY PURPOSE  

The Guest Services Associate shall serve The Navigators and fulfill the responsibilities listed below in the spirit of The Navigators calling, values and purpose:  To advance the Gospel of Jesus and His kingdom into the nations through spiritual generations of laborers living and discipling among the lost.   

This position functions as a primary point of contact for customers, guests, visitors, and donors who visit Glen Eyrie or contact Glen Eyrie by phone or email before, during, or following a visit at both the Hotel Front Desk and Hotel Reservations.

ESSENTIAL FUNCTIONS 

Guest Services Responsibilities – 95% 

• Respond quickly to requests from guests, supervisors, or management in a friendly and efficient manner, following up to ensure guest satisfaction. 

• Possess knowledge of reservation and billing procedures, maintenance and control of room inventory and availability, products, rates, special programs, and emergency procedures. 

• Handle department accounting of monies, guest accounts and other forms of credit, post charges, and follow-up if needed with guests on alternate forms of payment. 

• Revenue optimization by coordinating services and offering upgrades to guests. 

• Regular inter-departmental communication to keep team apprised of events during a shift. 

• Maintain supplies neat and organized to department standards. 

• Always provide a professional image through appearance and dress. 

• Manage digital guest experience through auditing reservations from the online booking engine, and online travel agencies. 

• Facilitate the check-in and check-out process of guests at the Front Desk, including preparation for large group registrations. 

• Departmental project management, both short-term and long-term. 

• Administrative tasks, to include but not limited to, organizing, management of lost and found procedures, issuing of employee key cards. 

• Explain all policies and enforce them, including penalties, when necessary. 

• Handle basic public relations and escalate if the issue requires manager interaction. 

Additional Responsibilities 

• Participate in Glen Eyrie Staff and Team meetings/trainings. 

• Participate in Navigators’ on-site learning and development events, Cultural Development and Diversity trainings, or other non-Navigator developmental events as appropriate. 

• Participate in annual processes, such as the organizational Plan and Progress Review (PPR), Engagement Survey, Reaffirmation of the Navigators Code of Conduct, Calling-Core Values-Vision, Statement of Faith, Driver’s Authorization, and other releases as required. 

• Submit time worked on a weekly basis through the Wo