Careers

Job Title: Guest Services
Department: Residence Club
Reports to: Residence Club Supervisors
Classification: Non-Exempt

SUMMARY

Most akin to a bellhop or valet, Guest Services is here to provide above and beyond service to members and guests alike.  Here to assist the internal and external guests, Guest Services preforms a wide range of tasks all in an effort to create the best experience for members and guests at Mayacama.

DUTIES AND RESPONSIBILITIES

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned.  Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• . Maintain complete knowledge of:

1. All Club features/services, hours of operations

      b    All Club restaurant food concepts, menu price range, dress code and ambiance

1. All Residence types, numbers/names, layout appointments, amenities, and locations.

2. Daily house count and expected arrivals/departures.

3. Scheduled daily event activities, names, and locations of meeting/banquet rooms.

4. Local events, attractions, holiday schedules

• Maintain complete knowledge and comply with all Club departmental policies and procedures including property safety guidelines.

• Monitor the property radio to help with ANY service needs.

• Set up workstations with necessary supplies; maintain cleanliness through shift. This includes the GS golf carts, the bell closet, and the like.

• Accommodate all Member/guest requests efficiently, accurately, expediently, and courteously. Follow up with designated Club personnel to ensure completion of request.

• Assist with group luggage requirements, wine deliveries, package delivery etc.

• Monitor working condition of departmental equipment/supplies and notify supervisor of anything that needs attention.

• Maintain the condition of the Front Circle at the Clubhouse.

• Ensure that all pertinent information is documented in the pass-on.

• Transport Member/guest luggage from the point of arrival at the Club to their assigned Residence.

• Transport Member/guest luggage from their Residence to the point of departure from the club.

• Correctly tag, store, and retrieve luggage as requested.

• Identify and explain Club facilities and features to Member/guests while escorting them to their Residence.

• Identify and explain Residence features to include use of:

1. Air conditioning/heat units and thermostat controls

2. Telephone

3. Television

4. Mini bar

5. In room safe

6. Lights

7. Bathroom amenities

8. Valet/laundry services

9. Services

10. Emergency procedures

• Retrieve Member/guest dry cleaning/laundry form their Residence and deliver to laundry.

• Deliver items to Member/guest Lodging unit promptly to include:

1. messages

2. mail, faxes.

3. packages

4. flowers

5. sundry items requested by Member/Guests.

6. gift items.

• Deliver newspapers by 7:00am to all occupied Residences.

• Clean Golf carts and maintain cleanliness of carts.

• Maintain Golf carts for Residence Club including long beds. This includes but is not limited to general cleanliness of the carts, maintaining battery water, and communicating potential issues with direct supervisors.

• Successful completion of the training/certification process. (AED, CPR, golf cart safety)

• Assist Members/guests in locating and retrieving lost luggage. This includes working with the Reception/Concierge to work through the lost and found.

• Work hand in hand with the Reception/Concierge to maintain and organize the Lost and Found.

• Assist with maintaining the parking lot to provide clear, safe lanes for all vehicles.

• Log, receive and distribute all packages from currier services. This could include delivering packages to local homes for residents of the Mayacama Homeowner’s Association.

SUPERVISORY RESPONSIBILITIES

• None

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to understand Member/guest inquiries and provide responses.

• Ability to focus attention on Member/guest needs, remaining calm and courteous.

• Ability to promote positive relations with all individuals who approach the Front Desk and by telephone.

• Ability to think clearly, quickly, maintain concentration and makes concise decisions.

• Ability to focus attention on details.

• Ability to maintain confidentiality of all Member/guest information and pertinent Club data.

• Ability to ensure security of Residence access.

• Ability to perform job functions with minimal supervision.

• Ability to work cohesively with other departments and co-workers as part of a team.

• Ability to be flexible as the job changes.

• Ability to analyze and resolve problems exercising good judgment.

• Ability to work flexible hours, including weekends, holidays, and evenings if necessary.

• Must have a professional image and personality exuding confidence and leadership skills.

• Be an ambassador to the Mayacama Golf Club at all times, in and outside of one’s workplace.

• Ability to be a clear thinker in pressure situations and exercise good judgments.

• Ability to work well under pressure of check-in/check-out and in coordinating all departmental functions.

• Ability to focus attention on Member/guests’ needs.

• Ability to exert physical effort in placing, removing, and transporting Member/guest luggage.

EDUCATION, CERTIFICATES, LICENSES, REGISTRATIONS 

• High School Diploma or equivalent required; bachelor’s degree preferred.

WORK ENVIRONMENT, PHYSICAL/MENTAL DEMANDS

The work environment characteristics and physical/mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Valid California Drivers License

• Ability to work in a variety of weather conditions.

• Excellent customer service skills paying close attention to detail.

• Strong organizational skills: ability to manage priorities and workflow.

• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

• Good judgment with the ability to make timely and sound decisions.

• Professional appearance and demeanor

• Ability to effectively communicate with people at all levels and from various backgrounds.