Description:
Job title: Guest Host FLSA status:
Department: Guest Relations
Reports to: Guest Relations Manager
The mission of Sandy Cove Ministries is to help people connect with God and each other in order to be transformed into the image of Christ, through His Word, His creation and community.
Position Summary: To exemplify the Sandy Cove Guest Experience by delivering excellent service to guests and providing full information and proactive assessment of needs. To ensure accuracy in preparation, distribution, and up to the minute details in the Property Management System.
General Purpose: To provide overall excellent guest service to Sandy Cove Ministries’ guests and provide a warm and welcoming environment to meet their needs so that they can better connect with God and others and desire to return to Sandy Cove Ministries in the future.
Role Qualifications:
Must have a personal relationship with Jesus Christ.
Must be committed to the mission, vision, cultural commitments, and identity
statement of Sandy Cove Ministries.
Prior customer service work experience is preferred.
Essential Job Functions/Responsibilities:
¦ Exemplify quality work in all preparation, guest interaction, and documentation.
Maintain an organized and professional work area at the Front Desk.
¦ Courteously and professionally answer multi-line phone system and direct to the appropriate person or department. Serve guests as a switchboard operator with a goal of answering and transferring in an efficient manner.
¦ Ensure phones are answered before the third ring. If necessary, place guests on hold who are on another line.
¦ Serve guests, as needed, in completing Personal Retreat and walk-in reservations.
¦ Use Sandy Cove Ministries general knowledge to answer questions or concerns and problem solve as necessary.
¦ Serve as host for guests by providing efficient check-in and check-out experiences while listening to the guests in order to provide for their personal needs and desires within our ability to do so.
¦ Be flexible to serve guests at both the Chesapeake Lodge Front Desk and Kalbach Welcome Center along with the Pioneer Campground Camp Store.
¦ Prepare for guest arrival through security identification (name tags, wristbands, visitor stickers, parking passes, etc.), programming door keys, and preparing appropriate packets and Microsoft Excel room lists.
¦ Monitor, clean, and refill coffee station.
¦ Maintain a clean and organized lobby area both directly and through reporting to other departments when items need to be addressed.
¦ Complete entry of work-orders given on behalf of guests and staff members.
¦ Be a liaison between guests expressing needs and the staff who are able to fulfill those needs.
¦ Enter room lists from Event Ministries team into the Property Management System.
¦ Perform safety and emergency procedures including, but not limited to liaison communication to 911 and other emergency personnel, completing paperwork, printing and maintaining data on current in-house guest reports, and directing guests and fellow staff in the case of an emergency or alarm.
¦ Provide anticipated guest counts and information to Maintenance and Dining Room for purpose of scheduling and food/chesadoodle preparations.
¦ Complete sales transactions with guests including, but not limited to balances due upon arrival, purchase of Morning Cheer Café items (both vending, bookstore, and gift certificates), meals, and Sandy Cove event activities.
¦ Be cross-trained in all essential job functions and responsibilities of Front Desk Host
¦ Perform any other reasonable task assigned.
Essential skills and experience
Excellent verbal and written communication skills
¦ Excellent telephone etiquette
Must possess computer knowledge in Microsoft Word & Excel. Office 365 E-mail, and ability to learn and use internal computer software including but not limited to the Property Management System.
¦ Possess basic math aptitude including working with cash drawers.
Exemplify good organizational skills, be self-disciplined and able to multi-task and prioritize
¦ Proven ability to determine guest needs and service them accordingly.
¦ Ability to work in a fast paced environment and under pressure
¦ Strong proofreading/double checking skills
Nonessential skills and experience:
Desire to grow personally, professionally, and spiritually.
Reporting to this position: None
Physical demands of work environment:The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential function of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical demands: While performing the duties of this job, the employee is
occasionally required to stand, walk, sit, use hands, talk, and hear.
Work environment: While performing the duties of this job, the noise level in the work environment can range from minimal to moderate.
General sign-off:The employee is expected to adhere to all company policies.
Requirements:
To exemplify the Sandy Cove Guest Experience by delivering excellent service to guests and providing full information and proactive assessment of needs. To ensure accuracy in preparation, distribution, and up to the minute details in the Property Management System.
Must have a personal relationship with Jesus Christ.
Must be committed to the mission, vision, cultural commitments, and identity statement of Sandy Cove Ministries.
Prior customer service work experience is preferred.
