Position Summary: The Guest Service Agent is responsible for providing exceptional customer service, managing guest check-ins and check-outs, handling inquiries and complaints, and ensuring the smooth operation of the Resort's front desk area. This role requires excellent communication and organizational skills, attention to detail, and a strong customer service orientation.

Qualifications: 

• High school diploma, or equivalent GED, required.
• Hospitality management education, or at least one year of front desk experience preferred; preferably with a four star / four diamond or higher rated hotel.
• Effective conflict resolution skills, professional and cooperative demeanor, and positive and energetic attitude are imperative.
• Must possess a passion for providing extraordinary service.
• Must be able to work both independently and in a team environment.
• Good to excellent communication skills in English both verbal and written.
• Must be able to pass a background check.

Expectations & Responsibilities:

• Responsible for patiently resolving guests’ concerns and graciously complying with their needs.
• Responsible for proactively delivering the utmost level of customer service to guests and visitors.
• Responsible for maintaining control and organization within the Front Office.
• Communicate proactively, cooperatively, and appropriately with other resort departments regarding guests’ needs and preferences, as well as property situations.
• Proficiently create Front Desk reports, effectively utilizing information, and complete checklist tasks and paperwork.
• Promptly and appropriately greet guests and visitors.
• Accurately check guests in to and out of the hotel, in accordance with established standards and guidelines.
• Demonstrate comprehensive knowledge of Resort rooms, services, and facilities, including personnel, features, and hours of operation.
• Maintain discretion and security for the hotel and guests.
• Comprehensively, in accordance with established standards and guidelines, book and accurately change or cancel reservations.
• Appropriately answer and accurately respond to, or route, telephone calls.
• Proficiently operate all Front Office equipment, including administrative machines, telecommunication systems, and software programs.
• Maintain awareness of groups, including reservation details and scheduled activities.
• Respond to security and emergency situations according to Resorts Safety protocols.
• Comply with procedures and requirements.
• Work productively with minimal supervision, appropriately employing initiative.
• Prioritize tasks effectively and utilize time efficiently.
• Focus and conscientiously follow through on details.
• Actively listen and appropriately respond to guests’ inquiries and complaints, always remaining composed and courteous.
• Grasp and productively employ familiarity with KIGR features and information.
• Insightfully utilize knowledge of Charleston and surrounding areas.
• Remain calm and work well under pressure; in circumstances of change, make quick and appropriate decisions.
• Communicate professionally and formally, but with genuine empathy and sincere Southern grace.
• Multitask and maintain control and organization throughout the day.
• Uphold the core values and policies & procedures of the resort.

• All other duties, as assigned.

Essential Physical Requirements:

• Must be able to lift minimum weight of 30 lbs. across short-medium distances.
• Must be able to stand for the entirety of shift while reaching, bending and stooping as needed.

• Must be able to work on site due to daily needs of the job requirements.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, or efforts associated with this position.

All offers of employment at Kiawah Island Golf Resort are contingent upon the results of a thorough background check. Background checks will be conducted on all final candidates.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship. Kiawah Island Golf Resort is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, national origin, or due to pregnancy.

We truly appreciate your interest in Kiawah Island Golf Resort. If you have any questions regarding employment at Kiawah Island Golf Resort, please reach out to Jobs@KiawahResort.com.