Guest Services Associate- Glen Eyrie

PRIMARY PURPOSE 

The Guest Services Associate shall serve The Navigators and fulfill the responsibilities listed below in the spirit of The Navigators calling, values and purpose:  To advance the Gospel of Jesus and His kingdom into the nations through spiritual generations of laborers living and discipling among the lost.  

This position functions as a primary point of contact for customers, guests, visitors, and donors who visit Glen Eyrie or contact Glen Eyrie by phone or email before, during, or following a visit at both the Hotel Front Desk and Hotel Reservations.

ESSENTIAL FUNCTIONS

Guest Services Responsibilities – 95%

• Respond quickly to requests from guests, supervisors, or management in a friendly and efficient manner, following up to ensure guest satisfaction.

• Possess knowledge of reservation and billing procedures, maintenance and control of room inventory and availability, products, rates, special programs, and emergency procedures.

• Handle department accounting of monies, guest accounts and other forms of credit, post charges, and follow-up if needed with guests on alternate forms of payment.

• Revenue optimization by coordinating services and offering upgrades to guests.

• Regular inter-departmental communication to keep team apprised of events during a shift.

• Maintain supplies neat and organized to department standards.

• Always provide a professional image through appearance and dress.

• Manage digital guest experience through auditing reservations from the online booking engine, and online travel agencies.

• Facilitate the check-in and check-out process of guests at the Front Desk, including preparation for large group registrations.

• Departmental project management, both short-term and long-term.

• Administrative tasks, to include but not limited to, organizing, management of lost and found procedures, issuing of employee key cards.

• Explain all policies and enforce them, including penalties, when necessary.
• Handle basic public relations and escalate if the issue requires manager interaction.

Additional Responsibilities

• Participate in Glen Eyrie Staff and Team meetings/trainings.

• Participate in Navigators’ on-site learning and development events, Cultural Development and Diversity trainings, or other non-Navigator developmental events as appropriate.

• Participate in annual processes, such as the organizational Plan and Progress Review (PPR), Engagement Survey, Reaffirmation of the Navigators Code of Conduct, Calling-Core Values-Vision, Statement of Faith, Driver’s Authorization, and other releases as required.

• Submit time worked on a weekly basis through the Workday Time Tracking system.

• Must adhere to the handbooks from both the Navigators and Glen Eyrie at all times.

• Other job-related duties as assigned.

CORE COMPETENCIES

• Strong customer care focus

• Friendly, professional, and courteous demeanor

MINIMUM AND PREFERRED QUALIFICATIONS 

Spiritual: Belief in and adherence to the Statement of Faith and Mission of The Navigators.

Experience: Prior retail or hospitality experience, including phone, computer and cash-handling experience. 

Technical Knowledge & Skills: Microsoft Office proficiency. Excellent computer skills.

Communication: Excellent interpersonal and communication skills, including verbal & written, to interact with guests and Glen Eyrie staff. 

Schedule: This position is looking for someone who can work three to four 2:00 p.m.–9:00 p.m. shifts per week. Schedule may vary based on business needs.

Compensation: $16.75/ hourly 

The Navigators is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. The Navigators does not discriminate based on race, color, national origin, sex, age, disability, veteran status, or any other status protected by law or regulation.