Guest Services Lead Worker - Lake Powell - Wahweap - Boat Tours

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Location:
Page, AZ US
Worker Type :
Hourly and Seasonal
Services:
Food
Posted Date:
2/2/2018 6:26:45 PM
Category:
Food Services
Work Type:
Fulltime-Temporary
Line of Business:
Leisure
ID:
157352
Overview:

Aramark (NYSE: ARMK) is in the customer service business across food, facilities and uniforms, wherever people work, learn, recover, and play. United by a passion to serve, our more than 270,000 employees deliver experiences that enrich and nourish the lives of millions of people in 22 countries around the world every day. Aramark is recognized among the Most Admired Companies by FORTUNE and the World’s Most Ethical Companies by the Ethisphere Institute. Learn more at www.aramark.com or connect with us on Facebook and Twitter.

 

Aramark’s leisure group specializes in lodging, recreation, conference centers and meeting services. The scope of our operations includes lodging, conference and meeting space, houseboats and other marine activities, retail merchandise, casual and fine dining experiences, and interpretive tours in some of this country's most pristine protected lands and national parks. We have been active partners with the National Park Service for over 20 years, providing high-quality visitor services in numerous locations across the United States. We are one of the nation’s leading managers of conference centers with a strong focus on customer experience. We are considered a premier provider of professional services by clients and competition alike, committed to providing high-quality recreation, hospitality and authentic experiences to clients and visitors from all over the world.



Description:

Position Summary: Lead Guest Services Workers oversee the Guest Experience Desk operations; supporting and training the Guest Services Workers. They ensure all preparations have been completed in advance for the day’s arrivals and tours, ensuring all Guest Services Workers are on task for delivering superior customer service. Lead Guest Services Workers are expected to serve as an example for the Guest Services Workers to aspire to; continually going above and beyond, delivering exemplary customer service and successfully resolving any guest situations that may arise. Furthermore, they must be able to maintain a professional and enthusiastic atmosphere even in the absence of management.
 
 
Essential Functions:

  • Perform all Guest Services Worker duties
  • Oversee the Guest Experience Desk, PBX, Bell Services and Night Audit operations
  • Work closely with Housekeeping, Scenic Cruise Adventures, Boat Rentals, Maintenance as needed
  • Train Guest Services Workers on all aspects of the role - helping to develop a team of customer service focused professionals
  • Support the Guest Services Workers in the day to day operations of the Resort – ensuring all opening and closing tasks are completed
  • Hold pre-shift meetings to ensure that the Guest Experience team are aware of the day’s arrivals, departures, visiting VIPs, FOCUS of the day, Boat Tour schedules and any other miscellaneous information to ensure successful operations
  • Ensure Guest Services Workers remain active during down time by preparing for upcoming arrivals, tours and completing other relevant projects
  • Encourage and support Guest Services Workers in selling tours and activities including boat tours, power boat rentals and fishing trips to all guests
  • Respond directly to all customer complaints and ensure they are resolved efficiently and immediately in a professional manner which does not negatively impact on the reputation of the property
  • Ensure accurate and correct billing
  • Audit working banks to ensure accuracy and accountability
  • Run all supporting property management system reports which assist in the efficient running of the resort including arrival and departure reports, along with other relevant reports
  • Assist Resort Manager and other relevant parties with all Tour Groups – ensuring all pre-arrival preparations have been completed. Go above & beyond to ensure Tour Groups and all guests have an enjoyable stay
  • Assign room and group blocks as required
  • Lead Guest Services Workers should be highly knowledgeable about Lake Powell Resort and Marinas and the surrounding areas; acting as a concierge resource for all guests. This includes but is not limited to: retail, boat rentals, food & beverage opening hours and services, tours and activities and surrounding area amenities and activities such as other National Parks in The Grand Circle
  • Must be flexible – willing to work a rotational schedule with rotational days off that may include weekends and holidays
  • Must be well groomed and maintain a high level of professionalism at all times
  • Must perform all miscellaneous duties assigned by upper management
  • Share innovative ideas to improve efficiency and operations
  • Other duties as assigned

Status and Scope:

  • The Lead Guest Services Worker reports to the Resort Manager
  • The Lead Guest Services Worker must be able to support and oversee the “Guest Experience” team to ensure the highest levels of customer service are adhered to; ensuring the resort operates as smoothly and efficiently as possible
  • The Lead Guest Services Worker should demonstrate strong time-management, communication (oral & written) and organization skills. They should be confident, courteous and positive and able to multi-task and thrive under pressure.


Qualifications:

Qualifications:

  • Must have a High School Diploma
  • Must be computer literate in MS Office programs, with previous knowledge of Property Management Systems
  • Must have outstanding guest service skills
  • Working knowledge & experience of hospitality field is preferred
  • Willingness to gain a good understanding of Lake Powell Resorts and Marinas and surrounding area, becoming fully knowledgeable on all activities and amenities offered

Equipment Used:
Adding Machine, Photocopier, Printer, Calculator, Telephone, Computer 
  




Aramark is an EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION employer – Minority/Female/Disability/Veteran

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