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Experience Guide (PR) Part-Time

posted October 18, 2017

Kalahari Resort & Conventions - Sandusky, OH
Sandusky, OH
412791 l

About This Job

JOB SUMMARY Responsible for providing attentive, courteous and efficient service to all guests while taking, recording, and cancelling reservations with an understanding to maximize room revenue and occupancy for Kalahari Resorts properties.


EDUCATION REQUIREMENTS: A high school diploma or equivalent required.


REQUIRED SKILL: Computer experience required.

KNOWLEDGE OF COMPUTER HARDWARE OR SOFTWARE: Must be proficient in Windows software.

PREVIOUS EXPERIENCE REQUIRED: College course work in related field and/or experience in a hotel or resort helpful.

PHYSICAL REQUIREMENTS: Flexible and long hours sometimes required, that could include nights, weekends, and holidays. Work involves sitting and working at a computer monitor. Must be able to remain in a stationary position 90% of the time. Constantly operate a computer and other office productivity machinery such as a computer, printer, calculator, copy, and fax machines.

MENTAL REQUIREMENTS: Must be able to convey information and ideas clearly and have a willingness to make decisions. Must be able to evaluate and select among alternative courses of action quickly and accurately. Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary. Must be effective at listening to, understanding, and clarifying the issues raised by Associates, Supervisors, Department Heads, Senior Management, and guests. Must be able to work well in stressful, high pressure situations; and maintain composure and objectivity under pressure. Must be able to work with and understand financial information and data, and basic arithmetic functions. Must be able to treat others with respect and consideration regardless of their status or position. Ability to adapt to changes quickly; with the ability to change your approach or method to best fit the situation during frequent changes, delays, or unexpected events. Ability to identify and solve problems in a timely manner; analyzing information quickly, and have the ability to reason even when dealing with emotional topics. Ability to manage difficult or emotional customer situations; responding empathetically but with resort profitability and operational needs in mind. Ability to listen to others without interrupting; keeping emotions under control and remaining open to others' ideas.

ESSENTIAL DUTIES & FUNCTIONS: Approach on-the-telephone and in-person encounters with guests and associates in a friendly, helpful and service-oriented manner. Speak clearly and persuasively in both positive and negative situations. Listen and get clarification to what is being said and respond to questions professionally. Maintain regular attendance in compliance with Kalahari Resort standards, as required by scheduling which will vary according to the needs of the resort. Comply at all times with Kalahari Resort standards and regulations to encourage safe and efficient resort operations. Obtain all necessary information when taking telephone reservations; assuring they are guaranteed through purchase orders, letters of authorization, money orders, checks, and credit cards. Convert reservation requests that are made via email or U.S. mail. Write clearly and edit work for all spelling, grammar, and numerical data before presenting to the customer. Fully comprehend and operate all relevant aspects of the computer terminals and printers to store and receive reservation data in V1 for multiple properties, and operate other office equipment efficiently. Test, inspect, and operate telephone, computer, and other equipment as needed. Be aware of all rates, packages, and promotions at all Kalahari Resort properties. Be familiar with all in-house groups and activities at all Kalahari Resort properties. Ensure that all work and reservations are exact, thorough, complete, and conformant to policies and procedures of Kalahari Resorts. Address errors, complaints, and feedback from guests and relay information to proper personnel, as well as share the customer feedback to improve service. Interpret and clearly explain current and past guest folios. Understand Kalahari Resort property layouts and hours of operation for: water parks, convention centers, guest rooms, food and beverage outlets, retail outlets, and other Kalahari related venues, products and services. Must understand importance of keeping all guest information confidential. Collect and research data when needed for resort strategic planning. Establish and maintain good communications and teamwork with fellow associates and other departments within the resort. Have knowledge of and assist in all emergency procedures as required. Answer guest inquiries about all resort products, services, and entertainment, as well as facilities and hours of operation in a timely manner. Maintain a clean work area. Observe safety and security procedures and report potentially unsafe conditions. Attend meetings/training as required by management. Participate in the Daily Promise meetings. Perform other duties as requested by management.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled


About This Employer

Who We Are

As a growing all-under-one-roof premium destination resort brand that focuses on being the industry leader in play, stay, eat and meet; everything we say and do at Kalahari Resorts & Conventions stems from our love of family and our goal of creating an oasis for spending time with those you care about most.  Being family-owned, there is a conscious thought in developing multigenerational adventures that are unique.  Being authentically-African themed, with the influence of Ubuntu (Swahili for togetherness) always top of mind, each year the ownership returns to the continent to source art and inspiration for each property.

Company Mission

We promise to deliver products and services beyond expectations.

Recruiting Vision

We understand recruiting as a mission, with the individual as the most important element in the process.  In mirroring the spirit of the brand, we promise authenticity, curiosity, honesty, timeliness, and follow-through.  Whether a current opening exists or not, relationship building is critical to the success of our company.

Team Characteristics

Kalahari Resorts & Conventions is a team of enthusiastically-empowered and loyal hospitality experts with the combined passion of flawlessly executing the creation of family time and world class conventions.

Many of our associates have been given the tools to be a success and have built careers.  Sixty-one percent of our leadership team has been promoted into their roles.  As an employer-of-choice, we’ve held on to A-players that seek responsibility and want to learn.

Each day, from intern to executive, we’re empowered to push the boundaries of hospitality through positively affecting the guest experience in a for-profit environment.  Questioning prior policy and strategy is routine, and each associate is required to not only be attentive to detail, but to dream and be curious about what could be.

Synergy, collaboration and the willingness to take risk is at the heart of our culture.  We must continually embrace change, while remembering that welcoming each guest is what brought our brand to the forefront.