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Guest Service Coordinator at Taos Ski Valley, Inc. in Taos Ski Valley, New Mexico

Posted in General Business 30+ days ago.

Type: Full-Time





Job Description:

As the Guest Service Coordinator, you and your team are the first impression of The Blake and Taos Ski Valley. You exhibit an unrehearsed sense of hospitality while working in a fast-paced environment and learn from each new challenge presented to you. You help create energy and excitement for the reservations and sales team members who deliver positive experiences for guests, both internal and external. You provide support in the preparation and execution of each guests vacation, adding unique and personal touches to their experience. With a yearning to listen, youre highly skilled at uncovering guests needs and following through with enlightening solutions and unhesitating sincerity.

The Guest Service Coordinator is passionate, adventurous, open-hearted, with an easy, unrehearsed sense of hospitality. They will promote the spirit of generosity and community, shared with guests through simple gestures that inspire lasting relationships.

Job Overview:
This position supports the Reservations Assistant Manager in communicating with the reservations team responsible for rental reservations at The Blake Hotel and other various reservations for Taos Ski Valley. Responsibilities include assisting fellow team members, answering/directing phone calls and emails, addressing complaints, assessing, and executing refund requests, resolving problems, and other duties or tasks as assigned by the Reservations Assistant Manager.

This job description is intended to be a broad description of duties. You will be expected to carry out all responsibilities in accordance with the organization's policies and applicable laws. Specific information on duties and policies can be found with your direct Supervisor or in the Employee Reference Guide. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

Personal Skills
Attends to all guest refund requests, researching and resolving issues in a timely manner with professionalism, communicates feedback regarding any issues and resolution to the appropriate partiesDevelops relationships with key personnel to help facilitate effective cross-communication between relevant departments.Answering phones promptly and professionally, and directing callers to the correct destination, and following up on any calls and emails related to Refund requests that need to be examined further.Checking email regularly throughout the day to ensure prompt attention to immediate issues.Provide support for ticket settlements (refunds, disputes, chargebacks etc.) for finance and event management.Strong personal character and commitment to Taos Ski Valley, Inc.s commitment and passions.Strives for open, honest, and effective communication in order to build trust in our relationships with our guests and fellow employees.Demonstrates problem-solving skills while resolving guest concerns.Be well groomed and aware of personal hygiene; adhere to dress code policy as mentioned in the policy handbook.Keep all business confidential both on and off duty.Offer courteous and sincere hospitality at all times. Understand what is meant by good Customer service. Provide uniform, efficient, courteous, high-quality service in a clean and organized environment.Provides a guest experience that exceeds the guests expectations.Follows training guidelines using good judgment and common sense.Ability to gracefully and humbly accept criticism and opportunities for growthAbility to stay positive, focused, and constructive when faced with setbacks, challenges and while working in an ever-changing environment.Conducts oneself with safety in mind and undertakes all job requirements in a manner that will guarantee a safe environment for oneself, guests, and fellow team members.Keeps work area, equipment, and lobby clean and orderly. Has concern for cleanliness and orderliness of work area and equipment.Completes all assigned services by timeframes established by department supervisor.

Qualifications/Knowledge
Telephone Skills; pleasant telephone voice, aware of what is going on in the background while talking on the telephone.Verbal Communication to staff and guests; listens well to instructions or takes instructions well.Filing skills is needed, but not required.Typing ability and knowledge of computers; Can type the average speed of words per minute and knowledge of Microsoft Office and Excel.Professionalism; ability to work effectively with many different people, outgoing and tactful personality.Customer and staff focus; demonstrates or applies appropriate guest service skills to both our internal employees and external guests.Works well under pressure and shows initiative during slower periods.Organization; from office appearance to personal hygiene. Neat appearance/Cleanliness.Supply management; knows how to order basic office supplies or guide staff to the appropriate person to order.Ability to work a flexible schedule including weekends, holidays, and evenings.

Work Environment:
Must be able to work in a fast-paced environment. TSVI is located in a high-altitude alpine environment. Position may require travel on uneven, snow-packed, or icy terrain and may be exposed to wet, cold, and/or humid conditions.

Physical Demands of Position Include:
Occasionally might have to lift or move office items up to 10lbs. 5% of time may be sent walking, occasionally outdoors or on snow/ice, to meetings or other departments, 5% of time may be spent reaching for items and 90% of time will be spent sitting working with the computer or on the phone either talking or listening.

Background Check
Positions dealing with children, of safety sensitive and/or confidential nature, require driving or positions that handle cash may require a background check and MVR check. Employment is contingent upon a favorable background check and MVR check.
Is a Background Check required for this position: YesIs an MVR required for this position: No





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