Job Description

Job Details
Enchantment Resort - Sedona - Sedona, AZ
Full Time
$14.50 - $14.50 Hourly
Hospitality - Hotel

This is a place where every day can be extraordinary. Where you’re greeted at every turn by epic landscapes, where your fellow team members welcome you as if you’re family, and where people come from all over the world to seek memorable experiences that can only be found here.

As a guest services representative at Enchantment Resort, you will set the tone for each visit. With a warm smile and seamless service, you will ensure our guests have a superior stay from check-in to check-out.

Basic Function: Represent the resort to the guest throughout all stages of the guest’s stay and ensure all service standards are being met by Guest Service Agents.

Work Performed:

  1. Effectively assists all guests
  2. Train all new hires to maintain a high level of customer service while adhering to AAA, Coyle and Resort Standards
  3. Conduct daily audits of agents and provide feedback training for areas of improvement
  4. Check-in and check-out guests efficiently within AAA & Coyle time standards
  5. Direct all guest requests and issues to the proper departments; follow through to ensure requests and issues are fully resolved
  6. Resolve guest issues and log complaints in Visual One with full details
  7. Report any unusual occurrences or requests to the Front Desk Manager and Director of Front Office Operations.
  8. Obtain appropriate credit card signature with full authorization for the guests’ stay
  9. Maintain bank, which includes, but is not limited to making change and posting cash payments
  10. Inform guest of debit card policy
  11. Understands and adhere to proper credit, cash handling and accounting policies and procedures
  12. Post additional charges to guest accounts during their stay and after departure
  13. Research as necessary to bill guests correctly (i.e. faxes, tours, laundry, allocations, VIP packages, etc.)
  14. Know room types, locations and rates to up-sell upon arrival
  15. Use suggestive selling techniques to (up) sell rooms and to promote other services at the resort
  16. Work closely with Housekeeping department to ensure availability of rooms
  17. Track and note all early arrivals, late departures, room moves, VIP’s and repeat guests, as well as any special requests
  18. Maintain key control and key security for all guests of the resort
  19. Follow procedures for issuing and closing safe deposit boxes used by guests
  20. Ensure that mini bar procedures are followed including key security, final day postings and reconciliation
  21. Use proper mail, package and message handling procedures; log mail as necessary
  22. Read the log book and/or emails daily and complete any requests
  23. Possess knowledge of daily activities, group events, site inspections, emails, etc.
  24. Assist Reservations and Concierge during closure and rush hours
  25. Know all safety and emergency procedures including accident prevention policies and power outage procedures
  26. Assist with phone coverage and answer all calls within three rings and with proper greeting
  27. Communicate professionally when dealing with 911 dispatch and dispatching security to appropriate area
  28. Complete daily call and wake-up call log and follow through as required
  29. Conduct proper room assignment to assure guest satisfaction (upgrades, special requests, special billing, etc.)
  30. Other duties as assigned

Supervision Exercised: None

Supervision Received: Front Desk Manager

Responsibilities and Authorities:

  1. Responsible for maintaining confidentiality of Enchantment information at all times.
  2. Requires independent decision making
  3. Large amount of communication and coordination with other departments.
  4. Act as a Visual One specialist to assist in training and monitoring that staff is following the correct procedures for data entry and correcting discrepancies
  5. Work with other managers and supervisors and support all aspects of guest services including developing and monitoring staffing, SOPs, communication between departments, group coordinating, booking procedures and guest service.


Minimum Requirements:

High school degree, GED or equivalent. Some college preferred. At least one year prior hotel/resort front desk experience required. Must have strong organizational skills, excellent written and verbal communication skills and be able to perform and prioritize multiple tasks with ease. Computer skills required. Strong guest and team member relations skills.

Physical Requirements:

100% standing

Occasional walking and bending

Lifting/Carrying up to 50 lbs.

Hearing and manual dexterity

Distance vision 1-3 feet

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

Apply Online