Key Responsibilities and Required Skills for Resort Staff

🎯 Role Definition

At the heart of every memorable vacation is an exceptional team dedicated to creating a seamless and welcoming experience. The Resort Staff role is the cornerstone of our guest services operation. You are the first friendly face guests see upon arrival and their go-to resource throughout their stay. This position is a dynamic blend of customer service, problem-solving, and ambassadorship for the resort. It involves managing everything from front desk operations to guest activities, ensuring every visitor feels valued, comfortable, and eager to return. This role isn't just a job; it's an opportunity to be a memory-maker and a pivotal part of a guest's travel story.

📈 Career Progression

Typical Career Path

This role is a fantastic entry point into the vibrant world of hospitality, offering numerous avenues for growth and specialization.

Entry Point From:

Customer Service Representative (Retail or Call Center)
Food and Beverage Server or Host
Recent High School or College Graduate

Advancement To:

Front Desk Supervisor or Team Lead
Guest Services Manager
Night Auditor or Manager

Lateral Moves:

Concierge
Activities & Recreation Coordinator
Sales or Event Coordinator

Core Responsibilities

Primary Functions

Guest Reception & Processing: Greet and welcome all guests with a genuine smile and professional demeanor, managing the entire check-in and check-out process with efficiency and accuracy.
Reservation Management: Skillfully handle reservations made via phone, email, and online travel agencies, ensuring all details are correctly entered into the property management system.
Guest Inquiry & Concierge Services: Act as the primary source of information for guests, providing detailed knowledge about resort amenities, hours of operation, local attractions, and dining recommendations.
Problem Resolution: Proactively address and resolve guest concerns, complaints, and requests with empathy and a solution-oriented mindset, escalating issues to management when necessary.
Financial Transactions: Accurately process payments for stays, services, and amenities, managing cash drawers, credit card transactions, and posting charges to guest folios.
Communication Hub: Operate a multi-line phone system, directing calls to the appropriate departments and taking clear, concise messages for both guests and fellow team members.
Safety & Security: Maintain a constant awareness of resort safety protocols and emergency procedures to ensure a secure environment for all guests and staff.
Upselling & Promotion: Confidently promote and sell resort services, including room upgrades, spa packages, dining experiences, and special activities to enhance the guest stay.
Inter-departmental Coordination: Liaise effectively with housekeeping, maintenance, and food & beverage departments to fulfill guest requests and ensure seamless operational flow.
Lobby Presence & Ambiance: Maintain a pristine, organized, and welcoming front desk and lobby area, ensuring it reflects the high standards of the resort at all times.
Personalization of Service: Actively listen to guest needs and preferences to anticipate requirements and personalize their experience, creating "wow" moments that foster loyalty.
Activity Facilitation: Assist or lead scheduled guest activities, such as poolside games, children's programs, or informational tours, bringing energy and enthusiasm to recreational offerings.
Luggage & Bell Services: Coordinate and assist with guest luggage handling upon arrival and departure, ensuring a smooth transition to and from their accommodations.
Night Audit Procedures: (For overnight shifts) Perform night audit duties, including balancing daily transactions, reconciling accounts, and preparing summary reports for management.
Guest Feedback Collection: Politely solicit and document guest feedback regarding their stay, using this information to contribute to continuous service improvement initiatives.

Secondary Functions

Support the Sales and Events team with administrative tasks or guest support during on-site functions.
Contribute to maintaining the resort's brand standards by reporting any maintenance or housekeeping issues observed throughout the property.
Collaborate with the marketing team by sharing positive guest stories or identifying opportunities for promotional content.
Participate in regular team meetings and training sessions designed to enhance service skills and product knowledge.
Assist with inventory management for front desk supplies, retail items, or guest amenities.
Handle incoming and outgoing mail, packages, and faxes for guests and resort management.
Maintain and update guest profiles within the Property Management System to track preferences and recognize return visitors.

Required Skills & Competencies

Hard Skills (Technical)

Property Management Systems (PMS): Proficiency in using hospitality software like Opera, RoomKey, or similar systems for reservations, billing, and guest management.
Point of Sale (POS) Systems: Experience operating POS terminals for processing payments in restaurants, gift shops, or for activity bookings.
Cash Handling & Accounting: Strong mathematical skills and accuracy in managing a cash drawer, processing credit card payments, and basic bookkeeping.
Multi-line Phone Systems: The ability to professionally manage a high volume of inbound and outbound calls.
Computer Literacy: General proficiency with Microsoft Office Suite (Word, Excel, Outlook) and the ability to learn new software platforms quickly.
Reservation Software: Familiarity with online travel agency (OTA) extranets and central reservation systems (CRS).

Soft Skills

Exceptional Communication: The ability to communicate clearly, professionally, and warmly with guests and team members, both verbally and in writing.
Problem-Solving & Conflict Resolution: A calm and resourceful approach to handling unexpected situations, guest complaints, and finding effective solutions under pressure.
Empathy & Patience: A genuine desire to help people and the ability to remain patient and understanding, even in challenging interactions.
Teamwork & Collaboration: The capacity to work effectively as part of a diverse team, supporting colleagues and contributing to a positive work environment.
Adaptability: Flexibility to handle a variety of tasks, work different shifts, and adapt to the fast-paced and ever-changing needs of a busy resort.
Attention to Detail: Meticulousness in handling reservations, processing payments, and ensuring all guest information is accurate.
Professionalism & Poise: Maintaining a polished appearance and a positive, composed demeanor at all times, acting as a true ambassador for the brand.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or GED equivalent is required.

Preferred Education:

An Associate's or Bachelor's degree is highly valued.

Relevant Fields of Study:

Hospitality and Tourism Management
Business Administration or Communications

Experience Requirements

Typical Experience Range:

0-2 years of experience in a customer-facing role is typical. We value a great attitude and a willingness to learn.

Preferred:

1+ years of direct experience in a hotel, resort, or upscale customer service environment is strongly preferred. Previous experience as a Front Desk Agent, Guest Service Representative, or in a similar hospitality position is a significant asset.