Full job description
Guest Service Representative – Soaring Eagle Waterpark & Hotel
Position Summary:
Guest Service Representatives (GSR) attend to guests upon their arrival to the hotel and/or waterpark and continue to offer assistance throughout the stay of the guest. Although the Soaring Eagle Water Park & Hotel is an enterprise of the Saginaw Chippewa Indian Tribe of Michigan, it operates under the Migizi Economic Development Company Policies and Procedures.
Essential Job Duties and Responsibilities:
- Works directly with the public; performing for people or dealing directly with the public. This includes serving Guests for the Soaring Eagle Waterpark & Hotel, Soaring Eagle Hideaway RV Park, The Retreat, and outlets as well as receiving clients or guests at entry or in the lobby.
- Interacts with machinery; using computer systems (including hardware and software) to program, write, set up functions, enter data, or process information. Uses office equipment and current technology to process information.
- Communicates with supervisors, peers, and Guests; provides information to supervisors, coworkers, and Guests by telephone, written form, email, or in person.
- Resolves conflicts and negotiates with others; handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.
- Makes decisions and solves problems; analyzes information and evaluates results to choose the best solution and solve problems.
- Documents/records information; enter, transcribe, record, store, or maintain information in written or electronic/ magnetic form.
- Assists and cares for others; provides personal assistance to others, such as coworkers, customers, or visitors as part of safety administration during emergency and non-emergency response per Standards of Procedures (SOP).
- Establishes and maintains interpersonal relationships; develops constructive, professional, and congenial relationships with team members.
- Must be available to work weekends, evenings, and holidays.
- Performs other duties as assigned.
Skills:
- Active listening; gives full attention to what other people are saying, take time to understand the points being made. Ask questions as appropriate and not interrupt at inappropriate times.
- Speak; talk to others to convey information effectively.
- Service orientation; actively look for ways to help people.
- Social perceptiveness; be aware of others’ reactions and understand why they react as they do.
- Critical thinking; use logic and reason to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
- Reading comprehension; understand written sentences and paragraphs in work-related documents as provided in English.
- Instructing; teach others how to do things as you have been trained or by SOPs.
- Mathematics; use general mathematics and cashier skills.
- Monitoring; monitor or assess the performance of yourself, other individuals, or organizations to make improvements or take corrective action.
- Coordination; adjust actions in relation to others’ actions.
- Must possess good oral and written communication and organizational skills.
- Must be computer literate. Must have a thorough understanding and some knowledge in the appropriate software to include Microsoft Office Suite (Word and Excel).
- Must possess a proven record of dependability and excellent work performance.
- Must possess a desire and ability to interact with all people or types of guests. Must possess a positive, upbeat personality with a desire to deliver outstanding customer service. Must be service oriented and be able to multi-task when conducting the assigned responsibilities.
- Must be willing and able to follow all departmental policies and procedures, as required. Must possess the capability of being a team player and partner with other associates in order to complete assigned tasks. The candidate must be able to accomplish duties in a positive manner.
Work Environment/Safety Hazards:
Frequent use of hands, wrists, fingers associated with computer operation. Able to stand for extended periods and walk throughout the Waterpark & Hotel k property. Could exert in physical effort in lifting/transporting at least 50 lbs. Push/pull cart or equipment up to 250 lbs. Endure various physical movements throughout the work areas. Reach 24 inches/2 feet. Working under variable temperature conditions and noise levels, indoor/outdoor settings, fume/and odor hazards, dust and/or mite hazards, and chemicals.
Minimum Qualifications:
Required:
- 18 years of age.
- High school diploma or G.E.D.
- One (1) year of customer service experience in a retail setting with cash handling experience.
- Pre-employment background check.
Preferred:
- Saginaw Chippewa Indian Tribe of Michigan Preference Candidate preferred.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
