JOB STATEMENT

Responsible for check- in processes in a timely and efficient manner at our Camp Gate, Hotel Front Desk, or Camping Office.  Accountable for answering any guest questions and providing accurate information to the guests.  Ensure excellent communication skills when dealing with all the guests.  The guests always come first and will be treated in a fair and friendly manner.

 

MISSION

To ensure 100% of a Guest’s expectations are met before arrival.

Friendly; Accurate; Efficient; Knowledgeable

 

ESSENTIAL FUNCTIONS

• Communication
• Answer all questions from the guest in accordance with standards of proper etiquette.
• Be consistent in giving out accurate information.
• Make Supervisor aware of problems you experienced throughout the day
• Inform management of any guest or system related complaints or problems.

§  Guest Service

• Ensure guest comfort and satisfaction.
• Promptly and effectively deal with guest complaints and requests.
• Always be polite when dealing with a guest.
• Never use foul language while at work.
• The guest comes FIRST! Drop what you are doing to help a guest.
• Answer a guest question to the best of your ability. Get help if you do not know the answer.
• Be Knowledgeable
• Know our product; Accommodation Types, Amusement Park, and Water Park
• Know how SMS Host works and functions. Know rules, policies, deposit and cancellation requirements.
• Proactively seek opportunities to become knowledgeable in those areas that you have not mastered; including additional SMS systems training and Darien Lake Policies
• Perform duties and run reports as outlined in the ATD (Attention to Detail).
• Cleaning Duties
• Keep all guest facing areas and desks clean and presentable
• Keep the front office areas fully stocked at all times.
• Take out all of the garbage daily.
• Must be able to lift 30 pounds.
• Perform any duties requested by a Manager, Director, Supervisor or Lead.
• Front Office staff are required to work shifts both inside at the Hotel Front Desk or Camp Office and outside at the Camp Gate toll booths
• Professional Appearance and Image
• Be PUNCTUAL in reporting to work
• Be neatly dressed in APPROPRIATE UNIFORM WITH A NAME TAG
• Be READY
• Personal hygiene is required

JOB SPECIFICATIONS

• Self-Starter, Motivated, Confident, Optimistic
• Excellent Communicator
• Self-Disciplined, Detail oriented
• Guest Advocate, Hospitality focus
• Problem Solver
• Computer skills and knowledge (Microsoft Office – Word/Excel, ability to type, etc.)
• Team Player

 

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to sit and/stand/or walk for long periods of time throughout the day
• Must be able to work outdoors at various times throughout the year
• Requires manual and bi-manual dexterity, fine and gross motor skills, eye/hand coordination, near vision, hearing and speech
• Requires occasional kneeling and bending
• Requires occasional walking, reaching above shoulder, pushing and pulling
• Requires occasional lifts and carries up to 40 pounds
• Requires occasional carries up to 75 pounds with the assistance of a two-wheel hand truck
• Work environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time.  The noise level is generally moderate.

 

EQUAL OPPORTUNITY EMPLOYER

DARIEN LAKE THEME PARK RESORT IS A DRUG FREE WORKPLACE

 

OTHER FUNCTIONS

Any and all other duties as assigned or necessary in order to support the Accommodations Department and the park as a whole.  While this job description is intended to be an accurate reflection of the requirements of the job, management reserves the right to add or remove duties when circumstances (e.g., emergencies, changes in workload, rush jobs, staff levels, or technical developments) dictate.