Belief in and adherence to the Statement of Faith and Mission of The Navigators.
Prior retail or hospitality experience, including phone, computer, and cash-handling experience.
Proficiency in Microsoft Office and excellent computer skills.
Excellent verbal and written interpersonal and communication skills for interacting with guests and Glen Eyrie staff.
Availability to work three to four shifts per week from 2:00 p.m. to 9:00 p.m.; schedule may vary based on business needs.
Responsibilities
Respond promptly and efficiently to requests from guests, supervisors, and management, following up to ensure guest satisfaction.
Maintain knowledge of reservation and billing procedures; room inventory and availability; products, rates, special programs; and emergency procedures.
Handle departmental accounting of monies, guest accounts, and other forms of credit; post charges and follow up with guests regarding alternate forms of payment when needed.
Optimize revenue by coordinating services and offering upgrades to guests.
Communicate regularly with other departments to keep the team informed about events during a shift.
Keep supplies neat and organized according to department standards.
Maintain a professional image through appropriate appearance and dress.
Manage the digital guest experience by auditing reservations from the online booking engine and online travel agencies.
Facilitate guest check-in and check-out at the Front Desk, including preparation for large group registrations.
Manage short-term and long-term departmental projects.
Perform administrative tasks, including organizing, managing lost-and-found procedures, and issuing employee key cards.
Explain and enforce policies, including penalties when necessary.
Handle basic public relations matters and escalate issues requiring manager interaction.
Participate in Glen Eyrie staff and team meetings and trainings.
Participate in The Navigators’ on-site learning and development events, Cultural Development and Diversity trainings, or other developmental events as appropriate.
Participate in annual processes, including the organizational Plan and Progress Review, Engagement Survey, reaffirmation of the Navigators Code of Conduct, Calling-Core Values-Vision, Statement of Faith, Driver’s Authorization, and other required releases.
Submit weekly time worked through the Workday Time Tracking system.
Adhere to The Navigators and Glen Eyrie handbooks.
Perform other job-related duties as assigned.
PRIMARY PURPOSE
The Guest Services Associate shall serve The Navigators and fulfill the responsibilities listed below in the spirit of The Navigators calling, values and purpose: To advance the Gospel of Jesus and His kingdom into the nations through spiritual generations of laborers living and discipling among the lost.
This position functions as a primary point of contact for customers, guests, visitors, and donors who visit Glen Eyrie or contact Glen Eyrie by phone or email before, during, or following a visit at both the Hotel Front Desk and Hotel Reservations.
ESSENTIAL FUNCTIONS
Guest Services Responsibilities – 95%
Respond quickly to requests from guests, supervisors, or management in a friendly and efficient manner, following up to ensure guest satisfaction.
Possess knowledge of reservation and billing procedures, maintenance and control of room inventory and availability, products, rates, special programs, and emergency procedures.
Handle department accounting of monies, guest accounts and other forms of credit, post charges, and follow-up if needed with guests on alternate forms of payment.
Revenue optimization by coordinating services and offering upgrades to guests.
Regular inter-departmental communication to keep team apprised of events during a shift.
Maintain supplies neat and organized to department standards.
Always provide a professional image through appearance and dress.
Manage digital guest experience through auditing reservations from the online booking engine, and online travel agencies.
Facilitate the check-in and check-out process of guests at the Front Desk, including preparation for large group registrations.
Departmental project management, both short-term and long-term.
Administrative tasks, to include but not limited to, organizing, management of lost and found procedures, issuing of employee key cards.
Explain all policies and enforce them, including penalties, when necessary.
Handle basic public relations and escalate if the issue requires manager interaction.
Additional Responsibilities
Participate in Glen Eyrie Staff and Team meetings/trainings.
Participate in Navigators’ on-site learning and development events, Cultural Development and Diversity trainings, or other non-Navigator developmental events as appropriate.
Participate in annual processes, such as the organizational Plan and Progress Review (PPR), Engagement Survey, Reaffirmation of the Navigators Code of Conduct, Calling-Core Values-Vision, Statement of Faith, Driver’s Authorization, and other releases as required.
Submit time worked on a weekly basis through the Workday Time Tracking system.
Must adhere to the handbooks from both the Navigators and Glen Eyrie at all times.
Other job-related duties as assigned.
CORE COMPETENCIES
Strong customer care focus
Friendly, professional, and courteous demeanor
MINIMUM AND PREFERRED QUALIFICATIONS
Spiritual: Belief in and adherence to the Statement of Faith and Mission of The Navigators.
Experience: Prior retail or hospitality experience, including phone, computer and cash-handling experience.
Technical Knowledge & Skills: Microsoft Office proficiency. Excellent computer skills.
Communication: Excellent interpersonal and communication skills, including verbal & written, to interact with guests and Glen Eyrie staff.
Schedule: This position is looking for someone who can work three to four 2:00 p.m.–9:00 p.m. shifts per week. Schedule may vary based on business needs.
Compensation: $16.75/ hourly
The Navigators is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. The Navigators does not discriminate based on race, color, national origin, sex, age, disability, veteran status, or any other status protected by law or regulation.