POSITION SUMMARY:Here at Nemacolin, our associates know to Expect the Unexpected - You have come across the career opportunity where entertainment and excitement are the job description. This position must be committed to making every experience memorable all while havingfun and relishing the incredible atmosphere of the resort.The individual in the Indulgence Desk Agent position is responsible for creating 100% guest satisfaction by providing efficient and effective service at all times. The Indulgence Desk Agent works to enhance the guest experience by adhering to Forbes Five-Star, AAA Five Diamond standards. Additionally, the individual in this position must build positive relationships with guests and other associates, communicate effectively on all levels, and demonstrate technical and customer service skills for his or her assigned area.ESSENTIAL FUNCTIONS:(The following statements are intended as general illustrations of the work in this job class and are not all-inclusive for this position.)
- Working to create and provide guest satisfaction by exhibiting a genuine sense of interest and concern.
- Giving personal attention to guests in order to exceed their expectations.
- Listening to any complaints that may arise and working to resolve any issues that guests may be experiencing during their stay.
- Utilizing empowerment to resolve guest issues.
- Ensuring that channels of communication are consistent and complete with all staff members.
- Personally, greeting guests in a well-spoken, polite, and gracious manner.
- Utilizing appropriate verbiage in order to comply with Forbes Five-Star standards.
- Completing the necessary steps in the registration process as well as the departure process.
- Promoting all resort services and amenities.
- Obtaining signatures and approval of billing statements and guest folios at check-in and check-out.
- Remaining current with all PMS systems such as LMS, SPASOFT, and ARTS.
- Understanding PBX functions as requested by the Rooms Division Management.
- Assisting guests with mailing needs and business services.
- Maintain knowledge of the resort's services, amenities, and attractions.
- Escorting guests to their destinations and providing them with accurate directions.
- Making reservations for onsite and offsite dining, activities, and entertainment.
- Keeping updated information regarding hours of operation, menus, and special packages available at all times.
- Maintain cleanliness in all work areas.
- Demonstrating knowledge of various local and historical attractions.
- Exhibiting a willingness to learn about the extensive art collection that is displayed throughout the resort.
- Exhibiting alert posture and a well-groomed appearance at all times.
- Other Job duties assigned.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
- High school diploma or equivalent.
- Associate degree preferred.
- Previous experience in the hospitality industry is preferred.
- Self-starter with ability to work with little supervision.
- Customer-service oriented
- Excellent communication skills.
- Must be able to speak English.
- Must be able to work flexible hours including nights, holidays and weekends.
This job description cannot possibly include a complete comprehensive listing of all the activities, duties or responsibilities that may be require by the organization and/or members of management. It reflects management's assignment of essential functions, but it does not prescribe or restrict the additional tasks that may be required.WHY WORK FOR NEMACOLIN?Kick-start your career at Nemacolin, a world-renowned luxury resort nestled in southwestern Pennsylvania. Nemacolin boasts an unparalleled blend of elegance and adventure, offering an array of amenities that redefine luxury. With two Forbes-rated hotels from which to choose, guests are treated to the epitome of comfort and style. A five-star, five-diamond restaurant sets the stage for exquisite dining experiences, while our on-site wildlife habitats bring animal encounters to a whole new level. The opulent spa, championship golf courses, and a range of outdoor activities, including fly fishing, skiing, and snowboarding, provide a holistic and exciting getaway.As a part of the Nemacolin team, you'll have the chance to work in a dynamic and supportive environment where your skills and passion will flourish. We believe in fostering growth and providing our team members with opportunities to shine and advance in their careers. Join us in delivering unparalleled experiences that leave lasting memories for our cherished guests and members. Real Life Magic meets boundless opportunity at Nemacolin. Come, be a part of it!ASSOCIATE PERKS:What is in it for you? As a Nemacolin associate, you won't just have a bright future - you'll have a bright present! You are invited to join our warm, supportive community, where you'll enjoy competitive wages, exciting events, a full suite of benefits, discounts, and perks, and access to amenities at our associate community Wisteria.
- Attractive 401(k) plan
- Paid vacation, holidays, and personal hours
- Family medical, dental, and vision insurance. Long-term and short-term disability insurance
- Employee and educational assistance program
- Up to 40% off Retail, Spa, Activities, Food and Beverage at the Resort
- On-site uniform and dry-cleaning services
- Discounted meals during breaks in associate break areas
Wisteria Associate Community
- Wisteria is Nemacolin's way of showing our appreciation to our associates. This neighborhood is exclusive to associates and contains a Pub, Market, and Fitness Center. As a member of Team Nemacolin, you'll enjoy these exclusive amenities.
Associate Recognition programs
- Nemacolin realizes that our associates help to set us apart from other organizations in the industry through their commitment to providing exceptional service and their ability to consistently exceed guests' expectations.
Nemacolin promotes a culture of continuous learning for our associates. We are strongly committed to comprehensive professional development programs:
- Opportunities for advancement - At Nemacolin, we encourage our associates to grow within the organization and gain experience in a variety of departments to better understand the hospitality industry. Nemacolin prides itself on promoting from within the organization, and many of our upper-level managers began in entry-level positions and advanced into their current roles.
- Mentoring and coaching programs - As a new associate, we provide a level of mentoring that is best suited to you to enhance your growth and career interests, while sharing knowledge, advice, and encouragement along the way.
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