Guest Services

Position Summary

The primary purpose of this position focuses on providing exceptional guest and owner experience through operating the Front Desk Reception Area, retail counter and gift shop, booking cottage reservations and assisting in cottage operations. This position is located in the Grace Harbor Provisions Company building.

The objective of this position is to ensure Owner and Guest satisfaction, positive employee morale, operational efficiency including cost controls.

This position is a very visible position. The person having this position must comply with dress code policies, possess good communication skills, have the ability to resolve conflict and have a thorough understanding of policies, procedures and expectations.

Essential Functions and Responsibilities

• Responsible for opening, operating and closing the Provisions Company front desk and retail shop. This includes:
  • Keeping the retail area neat, tidy, restocked and perishable products fresh, and remove out of date items.
  • Maintain proper knowledge of merchandise and provide customers with recommendations based on needs and desires.
  • Receive, unpack, and maintain additional stock and inventory counts.
  • Perform cashier duties, assist Owners, Members and Guest with retail purchases and upsell additional services when appropriate.
  • Computes sales prices, total purchases, receive, and process payment using a point-of-sale system.
  • Greet and welcome all customers in a friendly and professional manner.
  • Be knowledgeable of special events, receptions, food & beverage service, rates, promotions and local events.
  • Coordinate lost and found.
  • Maintain email account during shift to ensure messages are addressed and responded to on a timely basis.
  • Provide necessary information to Owners, Members and Guests and respond to concerns. Escalate issues as needed to through the appropriate channels.
• Ability to establish and maintain effective and courteous relationships and effectively communicate with other employees and departments, owners, guests and other business contacts over the phone, in-person and through email.
• Manage cottage reservations and assist with cottage operations. This includes:
  • Manage online and phone reservations.
  • Perform all necessary check-in and check-out procedures to ensure all arrivals and departures are handled in a friendly, professional and efficient manner.
  • Review and prepare arriving information, including contact information, credit card and deposit information is accurate.
  • Ensure pre-arrival standards and polices are performed and coordinated and communicate with housekeeping staff to ensure all accommodations are prepared for arriving Guests.
  • Complete welcome orientation for arriving Guests.
  • Provide assistance with travel plans, reservation bookings, marina services, dinner reservations and special requests.
  • Ensure all equipment and items provided are returned prior to the day of departure.
  • Ensure that all keys are secured and inventories are documented.
  • Document incidents, maintenance issues and requests, as well as summary of action taken.
  • Follow up with housekeeping and maintenance involving work orders and requests.
  • Ensure that all requests and relevant information are documented in notes in the property management software and addressed in a timely manner.
  • Ensure housekeeping status is accurate and updated daily with the property management software.
  • Ensure all folio accounts are settled in a timely manner.
  • Enter incidental charges into the property management software.
  • Assisting with cottage operations such as inspections, inventory and direction.

Accordingly, you may be expected to perform other tasks and duties as needed or as directed.

Education, Experience and Knowledge

• High School Diploma or General Education Degree (GED), preferred.
• Minimum one (1) year related experience in guest services, front desk operations, reservations, or related field in hospitality, private club or property management industry; preferably in a luxury setting is a plus.
• Basic Microsoft Office (Word, Excel, Outlook) skills including the ability to understand other computer programs (i.e. POS (Point of Sale System)
• Energetic and outgoing, with a positive attitude, driven to provide outstanding owner and guest service.
• Conflict resolution and the ability to resolve Owner & Guests concerns following the company’s policies and procedures and ensure the proper resolutions.

Physical Requirements and Environmental Conditions

• The noise level in the work environment is usually low.
• Ability to lift up to 25 lbs. occasionally.
• Ability to stand for extended periods of time. The person having this position may have to sit for one (1) hour, stand and/or walk, push, kneel, bend, balance, squat, reach and stretch for eight (8) hours per day.
• Flexible work schedule with open availability for holidays, weekdays, evenings and weekends; can adjust to the needs of the owners, guests and operational need.