Resort Attendant | Torchora

🎯 Role Definition

A Resort Attendant is the face and heart of the guest experience, operating at the forefront of hospitality. This dynamic role is all about creating a welcoming, seamless, and memorable stay for every visitor. More than just a service provider, a Resort Attendant is a proactive problem-solver, a knowledgeable local guide, and a vigilant caretaker of the resort's environment. They are the essential link between the guest and the resort's amenities, ensuring that every touchpoint—from the pool deck to the lobby—is impeccable and contributes to an atmosphere of relaxation and luxury. Their primary focus is on guest satisfaction, making them an indispensable part of the resort operations team.

📈 Career Progression

Typical Career Path

Entry Point From:

High School or College Graduate
Retail Sales Associate
Food and Beverage Staff (Server, Host)

Advancement To:

Guest Services Supervisor or Team Lead
Front Desk Manager
Activities Coordinator or Manager
Concierge

Lateral Moves:

Front Desk Agent
Bellperson / Valet Staff
Food and Beverage Server

Core Responsibilities

Primary Functions

Act as a primary ambassador for the resort, offering a warm, genuine welcome to all guests and engaging with them throughout their stay to build rapport and ensure satisfaction.
Provide comprehensive and enthusiastic information about resort amenities, daily events, local attractions, and dining options to help guests maximize their experience.
Proactively anticipate and address guest needs by constantly monitoring guest areas, initiating conversations, and offering assistance before being asked.
Maintain the pristine condition and aesthetic appeal of all common areas, including lobbies, pool decks, fitness centers, and recreational zones, through regular tidiness checks.
Manage the distribution, rental, and return of recreational equipment such as bicycles, kayaks, and poolside cabanas, ensuring all items are clean and in safe working order.
Skillfully and empathetically handle guest inquiries, feedback, and complaints, taking ownership of issues and finding prompt resolutions or escalating to a supervisor when necessary.
Facilitate a safe and enjoyable environment for all visitors by courteously communicating and enforcing resort policies, particularly around pool areas and recreational facilities.
Assist in the setup, execution, and breakdown of special events, guest activities, and private functions, ensuring all arrangements meet resort standards.
Operate Point of Sale (POS) systems with accuracy to process payments for rentals, activities, and retail items, including handling cash and credit card transactions.
Monitor and replenish guest-facing supplies, such as towels, water, sunscreen, and other amenities, to ensure they are always readily available.
Conduct opening and closing procedures for specific resort zones like the pool or fitness center, ensuring all equipment is secured and the area is ready for guests or overnight closure.
Provide clear and patient instruction to guests on the proper and safe use of various recreational facilities and equipment.
Actively observe guest interactions and facility usage to identify opportunities for service improvements and report insights to management.
Respond to on-site emergencies, including medical or safety incidents, with a calm and professional demeanor, following established protocols and alerting the appropriate personnel.

Secondary Functions

Collaborate closely and communicate effectively with other departments, such as Housekeeping, Maintenance, and Front Desk, to ensure a seamless service experience for guests.
Conduct routine inspections of resort facilities and common areas, promptly reporting any maintenance defects, safety hazards, or damage to the appropriate team.
Assist in maintaining inventory records for departmental supplies, equipment, and retail goods, alerting supervisors to low stock levels.
Perform light maintenance and cleaning duties as needed, such as wiping down furniture, organizing lounge areas, and managing waste receptacles to support the housekeeping team.
Document significant guest interactions, incidents, and maintenance requests in a daily log or digital system for clear communication and follow-up.
Support marketing and sales efforts by distributing promotional materials and verbally communicating special offers or upcoming events to guests.
Escort guests to their accommodations or other resort locations, offering a brief orientation of the property layout and key features along the way.

Required Skills & Competencies

Hard Skills (Technical)

Point of Sale (POS) Systems: Proficiency in operating POS terminals for accurate transaction processing, including cash, credit, and room charges.
Reservation Software: Basic understanding of or ability to quickly learn property management and activity scheduling software.
Basic Maintenance: Ability to perform minor repairs and troubleshoot issues with recreational equipment or facility fixtures.
Safety Protocols: Knowledge of first aid, CPR, and emergency response procedures; formal certification is a significant advantage.
Cash Handling: Competence in accurately managing a cash drawer, processing payments, and performing end-of-shift reconciliations.

Soft Skills

Exceptional Communication: The ability to communicate clearly, professionally, and warmly with a diverse range of guests and team members.
Proactive Problem-Solving: A natural aptitude for identifying potential issues, taking ownership of guest problems, and finding effective solutions swiftly.
Unwavering Positive Attitude: Maintaining an energetic, optimistic, and approachable demeanor, even during high-pressure situations.
Superior Customer Focus: A genuine desire to serve others and create positive, memorable experiences for every guest.
Adaptability and Flexibility: The ability to smoothly transition between different tasks and responsibilities and adapt to a fast-paced, ever-changing environment.
Teamwork and Collaboration: A strong commitment to working cohesively with colleagues across all departments to achieve common goals.
Meticulous Attention to Detail: A keen eye for cleanliness, organization, and the small details that elevate the guest experience from good to exceptional.
Physical Stamina: The ability to stand, walk for extended periods, and lift moderate weight in various weather conditions.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or equivalent (GED).

Preferred Education:

Certificate or Associate's Degree in a relevant field.

Relevant Fields of Study:

Hospitality Management
Tourism and Travel
Business Administration or Customer Service

Experience Requirements

Typical Experience Range: 0 - 2 years. This is often an entry-level position perfect for starting a career in hospitality.

Preferred: Prior experience in a customer-facing role within the hospitality, high-end retail, or food and beverage industry is highly valued. A proven track record of delivering excellent service and working effectively in a team environment is a strong indicator of success.