Come live and work at Crater Lake!
We are actively seeking candidates for our Summer 2018 Team who are looking to take a break from the daily grind and step into the peaceful environment of one of the world's oldest national parks.
Our operation features 2 separate areas within the Park - Rim Village and Mazama Village. We have 3 dining facilities, 3 retail outlets, a campground, cabins, and lodge. We also offer daily boat tours for our guests.
Southern Oregon offers diverse recreational opportunities for your days off - we have deserts, rainforests, mountains, marshes, and the Pacific Ocean is only a few hours away. Of course, the gem of the entire region is Crater Lake!
Summary: Guest Service Agent performs critical role in setting the tone for the guests as they arrive to Crater Lake National Park. Provides excellent guest service for each guest for duration of their stay, whether they visit for an hour or a week. Performs all duties with attention to detail and enthusiasm.
Essential Duties and Responsibilities:
-Performs all duties with the ultimate goal of providing exemplary guest service.
-Registers guests while receiving and posting proper payment and finalizing guest accounts at checkout.
-Assigns guest accommodations, issues keys; follows Company guidelines to ensure guest safety.
-Assists guests with making additional reservations, including boat tours or at other properties.
-Answers phones and radio in specific timeframe; follow guidelines and uses correct greetings and etiquette.
-Accepts and tracks any packages, luggage, or other items that are delivered to the workspace. Follows all procedures for distributing these items to the appropriate/authorized person(s).
-Takes, records, and relays messages accurately, thoroughly, and legibly.
-Documents any guest complaints or incidents on appropriate forms.
-Maintains complete knowledge of and complies with all front office policies, procedures, and standards.
-Maintains constant, accurate, and positive communications with all members of Housekeeping and/or Campground staff to track inspected rooms/sites and accuracy of rooms list(s) in Opera system.
-Reports to the Front Office, or Front Desk, Manager in all areas of lodging systems, policies and procedures.
-Reports to the Manager regarding customer service needs. Ensures that all complaints are addressed immediately and rectified prior to the guest leaving Crater Lake.
-Develops and maintains positive relationship with all NPS personnel.
-Maintains positive and professional communications at all times, with all persons, face-to-face, via phone, via email, and via radio.
-Performs all functions in Opera System accurately, consistently, and efficiently. Seeks and accepts guidance and correction from Manager and Accounting department in an open and positive manner.
-Maintains open and positive communications with other departments to ensure coordination and efficiency of hotel activities, functions, and operations.
-Maintains open and positive communications with Maintenance department to ensure any issues are resolved in a timely manner.
-Answers inquiries pertaining to hotel policies, services, and reservations for rooms, tour/transportation needs and outside activities.
-Greets VIP guests and keeps Manager informed of all unusual or important happenings.
-Seeks to resolve guest relation problems skillfully with willingness and desire to understand a guest's viewpoint. Coordinates with the Manager or Location Manager so that they may make any necessary billing adjustments to ensure that the guest is satisfied before they leave Crater Lake.
-Follows all procedures as they pertain to groups and tours. Ensures folios are handled accurately and efficiently. May include meeting group tour escorts, tour check-in, collecting money and fees, preparing vouchers, and rooming lists.
-Follows all cash handling procedures per Accounting policies. Responsible for a cash bank. Follows all payment processing procedures to ensure accounting accuracy.
-Acts as the secondary eyes and ears of public safety for the operation.
-Has, or obtains upon arrival, knowledge of Crater Lake National Park and all of its facilities and activities to ensure information passed to guests is informative and accurate.
-Adheres to all Company uniform and appearance standards.
-Provides constructive feedback to management to ensure maintenance, safety, and efficiency needs within facilities are communicated.
-Maintains working knowledge of emergency fire evacuation and safety procedures.
-Follows all NPS lost and found policies at all times.
-Follows all PCI compliance guidelines and policies. Protects guest confidentiality at all times, including any information that may be used to access guest internet.
-Performs all duties with consideration of the Company’s environmental commitment.
-Attends department meetings as scheduled by the Manager.
-Performs all duties with respect to the Company’s Core Values, Mission Statement, and guest service standards.
-Performs other duties as assigned, including working in other departments, with positivity and professionalism.
-May be asked or scheduled to work the graveyard shift as necessary.
Supervisory Responsibilities: None.
Qualifications, Experience, Physical Demands:
-Prior experience in seasonal hospitality, especially National Park(s) highly preferred.
-Working knowledge of Opera System highly preferred.
-Ability to remain positive, enthusiastic, and upbeat, especially at peak business times and during times of stress required. Must be a “people person”.
-Ability to communicate effectively and accurately in a diverse environment.
-Relevant degree or equivalent experience highly preferred.
-Knowledge of Crater Lake National Park highly preferred.
-Ability to work productively and reliably while unsupervised required.
-Demonstrated ability to work in an organized, detail-oriented, accurate, efficient, and personable manner at all times.
-Ability to remain flexible and teamwork-oriented.
-Working knowledge of Microsoft office and other administrative tools, such as fax/scan equipment, highly preferred.
-Physically able to: perform all duties in various weather conditions, repeatedly climb and descend stairs throughout workday, stand in a small area for up to several hours in a single shift, perform all duties while only getting only those breaks as required by Oregon state law, lift up to 15 pounds, perform duties on computer screen throughout entire shift, bend/stretch/reach/lift as required throughout the workday.