Guest Experience Coordinator

Full-Time

The primary responsibility of the Guest Experience Coordinator will be to provide a warm and welcoming experience for all resort guests, club members and their guests. To act as an ambassador of Pronghorn by providing outstanding service and offering detailed information regarding Central Oregon area attractions, Pronghorn amenities, and resort features. The Guest Experience Coordinator will attend to all front desk operations for resort guests and the Residence Club and its members by addressing guest concerns, checking guests in/out, addressing billing inquiries, and following up with management.

Essential Duties And Responsibilities

Guest Interaction And Service

• Demonstrate a guest-driven style of service with an upbeat, friendly sense of urgency in all interactions with resort guests, members, and their guests.
• Greet and welcome all guests at Juniper Preserve with an enthusiastic and professional demeanor.
• Maintain the privacy of all Juniper Preserve guests.
• Accommodate all requests for information in a congenial manner.
• Handle guest concerns or issues immediately, ensuring guest satisfaction.
• Notify designated department/personnel for resolving the situation and follow up within 30 minutes to ensure completion and guest satisfaction.
• Communicate pertinent guest information to designated departments/personnel.

Knowledge And Compliance

• Maintain Complete Knowledge Of

  - All resort and club features/services, and hours of operation.

  - Room types, layout, décor, appointments, locations, rates, special packages, promotions, and availability.

  -Daily house count, arrivals/departures, and group activities/functions.

• Maintain complete knowledge of and comply with all property and departmental policies.
• Comply with grooming and uniform standards as outlined in the Employee Handbook.

Front Desk Operations

• Perform all front desk tasks, including check-ins/check-outs, night audits, and related responsibilities.
• Document and confirm reservations and cancellations.
• Assist with inquiries regarding charges incurred during visits.
• Accommodate room changes and handle requests for late check-outs.
• Resolve room status discrepancies with the Housekeeping department.
• Prepare key packets and group resume folders for all arriving groups.
• Generate, distribute, and post daily reports.
• Maintain guest history files by inputting relevant information obtained during guest

  interactions.

System And Equipment Management

• Operate all aspects of Springer Miller Systems and perform functions of the CPU system according to established procedures.
• Set up workstations with necessary supplies and maintain cleanliness throughout the shift.
• Answer department telephones within three rings using the correct greeting and telephone etiquette.

Teamwork And Flexibility

• Be flexible and welcoming to change within a growing company.
• Take on new and different tasks as assigned by the Front Office Manager or Supervisor.
• Manage workflow effectively and in an organized and timely manner.
• Incorporate safe work practices in job performance.
• Maintain a positive attitude and flexibility to adapt to varied hours, including evenings, weekends, and holidays.

Qualifications

Required

• Ability to perform each duty satisfactorily; reasonable accommodations may be made for individuals with disabilities.
• Must be able to pass a drug test.
• Valid Oregon driver’s license with no recent alcohol-related offenses or criminal record.
• College or university qualifications, or two years of related work experience in a Guest Services capacity.

SKILLS

Required Skills

• Must have at least a high school diploma.
• Ability to read and comprehend complex instructions, memos, and email correspondence.
• Ability to write complex correspondence with staff and guests.
• Effective verbal communication skills with guests and staff.
• Proficient in holding and comprehending phone conversations.
• Ability to calculate figures such as accruals, percentages, and payments.
• Competent in basic cash-handling functions.
• Apply common sense understanding to carry out instructions in written, oral, or diagram form.
• Multi-task effectively to provide solutions and handle variables.
• Proficient in using Google Suite, Word, Excel, and Outlook.
• Basic accounting skills.
• Ability to fully comprehend complex equipment instructions