Welcome Center Agent

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Pocono Mountain Villas by Exploria

Job Summary:

The Welcome Center Front Desk Agent is responsible for the overall customer service experience for our guests at the Welcome Center. Front Desk agents must be responsible for providing the highest quality of service to guests in an attentive, courteous, and efficient manner. They provide a welcoming attitude and are proficient in all service questions and requests.

Responsibilities and Duties:

• Welcomes guests by greeting them; check them in to pre-qualify them to tour based on our qualifications
• Provide each guest with a map of the resort and directions on how to get to their accommodation and direction of to where and when they will be touring
• Provide guests with hotel voucher for them to provide to the front desk of resort or crown club upon check-in, and also select whether guest is responsible for hotel taxes or not so the resort can charge the guest accordingly
• Confirm all gifts that are in focus and resolve any gifting issues guest may have
• Must run daily reports
• File all paperwork daily and label it in an envelope by month, date and year.
• Ensure each guests leaves happy and they are clear on their accommodations, gifts, tour date and time. Ensure no issue is left unresolved.
• Call all arrivals on day of arrival or have customer service assist.
• Assist any customer that comes in off the street asking general questions, directions or information on our resort, and if interested arrange a courtesy tour for them.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Work closely with customer service, reservations & tour desk.
• Ability and willingness to learn and progress within the company; cross train between reservations, welcome center & tour desk.

Qualifications and Skills:

• High School diploma or equivalent and some customer service experience preferred.
• Strong computer skills required
• Bilingual preferred (Spanish and English)

Physical Demands:

• Ability to be on your feet throughout the entire shift.

Required Competencies:

• Must be able to convey information and ideas clearly, both oral and written.
• Must work well in fast paced, high-pressure situations.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding and clarifying concerns and issues raised by team members and guests.

• Health
• Vision
• Dental
• Life Insurance
• Disability
• 401K
• FSA/HSA
• PTO