Resort Service Agent

Ridgedale, Missouri
Big Cedar Lodge
Depends on Experience  Hourly
Full Time
Varies - Weekends Needed


Scope of Position

The Big Cedar Resort Services Agents are responsible for the operational duties of the Resort Services department.  It is the responsibility of our Resort Services Agents 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 Services Department, interacting with guests and providing genuine Ozark Hospitality in every interaction.
  • Review daily reports, summarize and submit all activity to the management team.
  • Conduct and document all guest service failures 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 and record pertinent guest information to ensure prompt, accurate information is being delivered according to the Guest Service Standards.
  • Contribute to the work environment in a manner that promotes growth and success including suggesting ideas for improving efficiency and elevating guest relations
  • 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


  • Positive attitude, professional manner, and appearance
  • 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
  • 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 work with internal and external guests, some of whom could require high levels of patience, tact, and diplomacy to defuse anger and resolve conflicts


Physical Requirements

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