Guest Service Agent / Night Auditor

Employer: Turner Enterprises Management, LLC

Supervisory Position:  No

Job Title: Guest Service Agent / Night Auditor

Uses Time & Attendance: Yes

Job Class: Guest Service Agent Non-Exempt

Location:  Truth or Consequences, New Mexico

Division:  Ted Turner Reserves

Home Department:  000813

FLSA Status:  Non-Exempt

Pay Type: Hourly

Position Type: Part Time / Non-Benefits Eligible

Housing Provided: No

TED TURNER RESERVES SUMMARY

Ted Turner Reserves (TTR) experiences and journeys are individually crafted and tailored to their specific North American locales: Turner’s Ladder, Armendaris and Vermejo and Sierra Grande Retreat in New Mexico.  These unique adventures are intended to deliver insightful and exhilarating experiences across 1.1 million acres of private ranchlands, while also providing extraordinary guest service.   Ted Turner Reserves is committed to making a difference by inspiring individual action to preserve the integrity of our earth and the creatures that inhabit it.

LOCATION SUMMARY

Located in the heart of downtown Truth or Consequences, New Mexico, Sierra Grande Lodge and Spa was built in 1929 and provides guests with a relaxing Southwestern escape. With exquisite amenities, dining and delightful accommodations, the Lodge is infused with rustic charm and unique Southwestern décor throughout the rooms and property. Sierra Grande rests upon natural, geothermal hot springs. The healing waters, which rise to temperatures up to 107° F, provide pure geothermal water, rich in beneficial minerals, to our spa’s multiple private indoor and outdoor pools. Our spa offers holistic spa treatments designed to melt away stress and tension. Sierra Grande Lodge and Spa also serves as the launching point for Ted Turner Expeditions’ Day tours, an exclusive ecotourism guide service on owner Ted Turner’s nearby Ladder and Armendaris Ranches—a combined half million acres of ecologically diverse ranchlands surrounding Truth or Consequences. Sierra Grande Lodge and Spa offers New Mexico travel at its finest.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The Guest Service Agent / Night Auditor should be outgoing and friendly with a gregarious personality and natural talent for customer service. We want our guests to feel as though we know their needs before they communicate them to us and be able to fulfill their needs in a timely manner. The ideal Guest Service Agent will ensure that each guest’s stay exceeds their expectations from arrival to departure.

As a Guest Service Agent / Night Auditor, job duties include, but are not limited to the following:

• Perform guest arrivals, including room tours, luggage assistance, verifying credit cards, and computer check-ins.
• Assist guest departures, including processing folio adjustments, collecting payments, assisting with luggage.
• Meet and exceed guests’ expectations by anticipating services they might require and fulfilling them.
• Process night audit in Maestro.
• Wash, dry and fold spa laundry.
• Maintain cleanliness of the main lobby area, front desk restrooms and spa restrooms. Handle the cleaning and sanitation of sinks, toilets, and tubs as well as sweep and mop floors and empty waste baskets.
• Respond to guest concerns and complaints as needed.
• Answer phones and respond to guest inquiries.
• Prepare coffee, tea, water for guest lobby bar.
• Perform retail sales as necessary.
• Ensure accuracy of guest folios by verifying retail store purchases, spa charges, tour charges and rooms charges.
• Record cash tips and be responsible for the cash drawer during shifts, drop cash/checks into the safe at night.
• Ensure the cleanliness and maintenance of the front desk, lobby, entrance, and lounge.
• All other duties as assigned.

SUPERVISORY RESPONSIBILITIES

This job does not have supervisory responsibilities.

COMPETENCIES AND CHARACTERISTICS

To perform the job successfully, an individual should demonstrate the following competencies:

• Shows care and compassion for team members both in and out of department.
• Puts needs of coworkers above their own.
• Speaks about others in and out of department in a positive light.
• Self-directed, energetic, and motivated with multi-tasking capabilities.
• Must be creative and willing to work with existing core resort philosophy and style.
• Demonstrates positive employee image and effective guest and coworker relations by exhibiting attention to detail, congeniality, integrity, and sound judgement.
• Must demonstrate clean work habits.
• Punctuality is critical for this position, and the individual must always report to work on time.
• Conducts themselves in a professional manner at all times in and out of the work setting.

• The employee must have neat and clean personal appearance.

LANGUAGE SKILLS

The employee must possess excellent communication skills, written, via phone, and in person.  The employee must be fluent in English, both written and verbal.  Bilingualism in Spanish is helpful but is not required.

EDUCATION AND/OR EXPERIENCE

No education and/or experience is required. However, experience working in a luxury hotel/resort setting is highly preferred.

CERTIFICATES / LICENSES

If position requires operation of a vehicle, the employee must possess a valid Driver’s License or be able to obtain one within 30 days of employment. The employee’s driving record must meet the standards and requirements of the Company and the Company's insurance carrier.

OTHER QUALIFICATIONS

• The employee must adhere to Company policies and procedures which are included in the Turner Enterprises Management, LLC Employee Handbook.
• The employee must present documentation establishing both identity and employment authorization within three days of hire, pursuant to federal law.  
• The candidate must be subject to undergo pre-employment drug test and background check, (after offer is given but before applicant has commenced work).  Random drug tests are given throughout the year.
• The Company operates as a drug free/smoke free workplace.  
• The employee must sign a confidentiality agreement.
• This position requires working overnight shifts on both weekdays and weekends. 

PHYSICAL DEMANDS

The physical 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.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; stoop, bend, shake, pour, carry, kneel, crouch, or crawl and talk and hear. The employee must have the ability to lift and/ move up to 50 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may be required to work long hours, and the employee may be exposed to wet and/or humid conditions, fumes, or airborne particles. The employee may be exposed to moving mechanical parts and toxic or caustic chemicals. The employee is occasionally exposed to vibration. The noise level in the work environment is usually low to moderate.

*In accordance with applicable law, the Company will reasonably accommodate any disabled individual who requests an accommodation that will allow him/her to perform the essential job duties or functions of his/her position. Accommodation inquires must be made to the Company’s Human Resources Department for consideration.”

Turner Enterprises Management, LLC is an Equal Opportunity Employer and a Smoke Free/Drug-Free Workplace.

For more information, and to apply online, visit www.tedturner.com.