PRIMARYPURPOSE
TheGuest Services Associateshall 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 positionfunctions 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.
ESSENTIALFUNCTIONS
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 includebut not limited to,organizing, management of lost and found procedures,issuing ofemployee key cards.
Explain all policies and enforce them, including penalties,when necessary.
Handle basic publicrelations andescalate if the issue requires manager interaction.
Additional Responsibilities
Participate in Glen Eyrie Staff and Team meetings/trainings.
Participate in Navigators’on-sitelearning and developmentevents, Cultural Development and Diversity trainings,or other non-Navigator developmental events asappropriate.
Participate in annualprocesses,such as theorganizational 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 asrequired.
Submit time worked on a weekly basis through the Workday Time Tracking system.
Mustadhere to the handbooks from both the Navigators and Glen Eyrie at all times.
Other job-related duties as assigned.
CORE COMPETENCIES
Strong customercare focus
Friendly, professional, andcourteousdemeanor
MINIMUMAND PREFERREDQUALIFICATIONS
Spiritual:Belief in and adherence to the Statement of Faith and Mission of The Navigators.
Experience:Priorretailor hospitality experience, including phone,computerand cash-handling experience.
Technical Knowledge& Skills:Microsoft Officeproficiency. Excellent computer skills.
Communication:Excellent interpersonal and communication skills,including verbal&written,tointeractwith guests and Glen Eyrie staff.
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.