System Agent

Ridgedale, Missouri
Security
07-01-2020
Big Cedar Lodge
Depends on Experience  Hourly
Full Time & Part Time
Varies

Summary of Position

The Big Cedar Operators are responsible for the operational duties of the Resort Communications department.  It is the responsibility of our Resort Operators to ensure all guest service standards are being executed at the highest level of guest relations and customer service business practices. 

Duties and Responsibilities:

  • Ensure proper execution of assigned duties.
  • Maintain a professional appearance, demeanor, and reputation. 
  • Knowledgeable of, adhering to, promoting, and enforcing all guest service policies and procedures established within the Big Cedar Lodge Service Standards.
  •  Serve as an ambassador to the Big Cedar Resort Communications Department, interacting with guests and providing genuine Ozark Hospitality in every interaction. 
  • Conduct and document all guest service failures into the GSSR per established timelines and requirements. 
  • Provide quality work and complete assignments in a thorough, timely, and accurate manner. 
  • Understand and apply job knowledge to effectively complete all required job responsibilities. 
  • Proactively maintain the skills required to perform job duties.
  • Gather pertinent guest information to record reliable and accurate information in the Guest Service Standards Recovery database

  • All other duties as requested by your management team. 

Experience/Qualifications

  • High School diploma required – college degree preferred
  • 2+ years of experience in hospitality communications preferred
  • Proficiency in Microsoft Office: Outlook, Word and Excel.  Ability to learn and use HotSOS, SpringerMiller, Google Forms, etc.
  • Strong employee relations experience
  • Ability to follow instructions as directed and work with a sense of urgency
  • Excellent teamwork skills
  • Must be self-motivated and able to work in a team-oriented environment with an emphasis on total guest satisfaction
  • Must possess strong problem-solving skills; be able to identify and resolve problems promptly, gather and analyze information objectively, use reasoning even when handling emotional situations. 
  • Ability to focus attention on details
  • Effective verbal and written communications skills
  • Able to work flexible schedules/shifts as needed for a 7-day operation

Requirements

  • Positive attitude, professional manner, and appearance

  • Quality written and verbal communication skills

  • Ability to understand, interpret and execute verbal and written instruction

  • Must understand and maintain the highest level of confidentiality in all circumstances

  • Strong analytical, problem solving & organizational skills.

  • Ability to multitask in a fast-paced demanding environment

  • Computer skills required

  • Must be able to understand all operating departments including rooms, front office, housekeeping, engineering, accounting, sales, food and beverage for resort operations

  • Must have the ability to effectively deal with internal and external guests, some whom will require high levels of patience, tact, and diplomacy to defuse anger and resolve conflicts

  • Ability to sit, stand, squat, lift, and or walk for the duration of the scheduled shift (up to 10 hours)