Guest Services Associate - Glen Eyrie

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 DUTIES AND RESPONSIBILITIES

Guest Services Responsibilities

• 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
• Possess expertise in the Glen Eyrie facility, area attractions, and Navigators organization. Participate in continuous learning on the Navigators, Glen Eyrie Property, and Property Management System to continuously improve the department and service to guests
• 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.
• Answer a multi-line phone system.
• 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 organizing, management of lost and found procedures, issuing of employee key cards.
• Perform all tasks and problem solve individual needs largely unsupervised
• Ability to explain all policies and enforce them, including penalties
• Ability to handle basic public relations, and escalate if the issue requires manager interaction

Additional Responsibilities

• Participate in development events such as Navigator on-site events, Cultural Development and Diversity trainings or other non-Navigator developmental events as appropriate
• Read spiritually and culturally developmental books and literature
• Participate in the annual, organizational Plan and Progress Review (PPR) process
• Submit time worked on a weekly basis through the Workday Time Tracking system

MINIMUM QUALIFICATIONS AND EXPERIENCE

• Belief in and adherence to the Statement of Faith and Mission of The Navigators.
• Has prior retail or hospitality experience
• Must be able to work a flexible schedule including days, nights and weekends. Shifts are regularly 8 hours.
• Strong customer-care focus
• Knowledge of Microsoft Office suite
• Excellent computer skills and the ability to learn new software
• Excellent telephone skills
• Excellent interpersonal skills
• Excellent cash-handling skills
• Excellent math skills
• Ability to work unsupervised

Compensation Range: $14.85-19.00/hour

The Navigators is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. The Navigators does not discriminate based on race, color, national origin, sex, age, disability, veteran status, or any other status protected by law or regulation.