Guest Services Representative

The Guest Services Representative provides prompt and courteous service to both Members and guests assisting with guest pass requests, handling inbound calls and inquiries related to Rumbling Bald Lodging reservations, and offering concierge services including general information about Rumbling Balds various amenities and the surrounding area. This position ensures a smooth guest experience and plays an important role in delivering exceptional hospitality.

This is a full-time, non-exempt position that requires availability on both weekdays and weekends. Scheduled hours will vary between 8:30 a.m. and 7:30 p.m., for a total of 40 hours per week. Benefits include health, dental, vision and life insurance, 401K, paid time off and access to Rumbling Bald amenities.

Essential Job Functions:

• Answer and assist in-bound calls related to Rumbling Bald Lodging reservations.
• Assist Members and guests with questions regarding the Guest Pass policy and process.
• Create accurate and timely guest passes in accordance with Member requests.
• Prepare guest arrival packets.
• Make changes or cancellations to guest passes following Board approved policies.
• Post and verify guest pass charges, ensuring accuracy of all postings, changes, and adjustments.
• Respond promptly and thoroughly to guest pass inquiries and concerns.
• Provide information about Rumbling Bald amenities, services, policies, area attractions, dining options, and directions.
• Answer all phone calls, voicemails, and emails in a courteous and efficient manner.
• Cross train as needed to develop a broader skillset and support other departments.
• Foster effective communication and collaboration with fellow Associates and other departments.

Other Job Functions:

Maintain the desk and lobby in a neat and organized manner.

Performs other related duties as directed by the Guest Services Supervisor.

• Associates degree preferred; high school diploma required.
• Minimum of 2 years experience in customer service.
• Valid drivers license required.
• Proficient in Microsoft Excel and Word; comfortable navigating apps, software, and other advanced computer systems.
• Highly organized with strong attention to detail.
• Demonstrates a high degree of integrity and confidentiality.

Physical Requirements:

• The physical demands described here are representative of those that must be met by the Guest Services Representative to successfully perform the essential functions of the role:
• Regularly required to talk, hear, and communicate with others using clear and professional language.
• Must be able to sit or stand for extended periods of time.
• Occasionally required to move, lift, carry, push, pull, and place objects weighing up to 25 pounds without assistance.
• Must be able to reach overhead and below the knees, including bending, twisting, pulling, and stooping; must be able to use hands and fingers to handle or feel objects.
• Must have the dexterity and vision necessary to work on a computer and phone for extended period.
• Driving a motor vehicle is required to travel between locations on or near the property for operational needs.