Lead Desk Agent- Lake Powell-Wahweap- Boat Tours
Page , Arizona
September 11, 2017
Overview: Aramark (NYSE: ARMK) is in the customer service business across food, facilities and uniforms, wherever people work, learn, recover, and play. United by a passion to serve, our more than 270,000 employees deliver experiences that enrich and nourish the lives of millions of people in 22 countries around the world every day. Aramark is recognized among the Most Admired Companies by FORTUNE and the World's Most Ethical Companies by the Ethisphere Institute. Learn more at www.aramark.com or connect with us on Facebook and Twitter .

Aramark's leisure group specializes in lodging, recreation, conference centers and meeting services. The scope of our operations includes lodging, conference and meeting space, houseboats and other marine activities, retail merchandise, casual and fine dining experiences, and interpretive tours in some of this country's most pristine protected lands and national parks. We have been active partners with the National Park Service for over 20 years, providing high-quality visitor services in numerous locations across the United States. We are one of the nation's leading managers of conference centers with a strong focus on customer experience. We are considered a premier provider of professional services by clients and competition alike, committed to providing high-quality recreation, hospitality and authentic experiences to clients and visitors from all over the world.

Description: Position Summary: Lead - Guest Services Workers oversee the Boat Tours Reservations office; supporting and training the Desk Agents. They ensure all preparations have been completed in advance for the day's reservations, ensuring all Desk Agents are on task for delivering superior customer service. Lead - Desk Agents are expected to serve as an example for the Desk Agents to aspire to; continually going above and beyond, up-selling when making reservations, delivering exemplary customer service and successfully resolving any guest situations that may arise. Furthermore, they must be able to maintain a professional and enthusiastic atmosphere even in the absence of management.

Essential Functions:
  • Perform all Desk Agent duties
  • Hold pre-shift meetings to ensure that the Boat Tours team are aware of the day's reservations, visiting VIPs, safety of the day and any other miscellaneous information to ensure successful operations
  • Make telephone and in person tour reservations and check on Internet reservations
  • Ensure all customers going on tours are checked in and out as efficiently as possible and that all required paperwork is completed
  • Act as a customer service specialist by going above and beyond to give guests the vacation of their dreams. It also may include assisting guests with whatever they need from booking their tour
  • Lead -Desk Agents should be highly knowledgeable about Lake Powell Resort and Marinas and the surrounding areas; acting as a concierge resource for all guests. This includes but is not limited to: retail, boat rentals, food & beverage opening hours and services, tours and activities and surrounding area amenities and activities such as other National Parks in The Grand Circle
  • Train Desk Agents on all aspects of the role - helping to develop a team of customer service focused professionals
  • Support the Desk Agents in the day to day operations of the Boat Tours office - ensuring all opening and closing tasks are completed
  • Encourage and support Desk Agents, building their product knowledge to encourage them to up-sell when making reservations in order to achieve sales goals
  • Ensure Desk Agents remain active during down time by preparing for upcoming reservations and completing other relevant projects
  • Maintain a daily bank and be accountable for all transactions
  • Handle cash, traveler's checks and credit cards in a safe and accurate manner
  • Must be proficient in counting money, able to provide guests with change whenever needed and make accurate cash deposits at the end of shift; ensuring all required paperwork is completed
  • Ensure accurate and correct billing
  • Audit working banks to ensure accuracy and accountability
  • Respond directly to all customer complaints and ensure they are resolved efficiently and immediately in a professional manner which does not negatively impact on the reputation of Lake Powell Resorts and Marinas
  • Run all supporting Boat Tours reports to assist in the efficient running of the Boat Tours Office
  • Lead - Desk Agents may be required to coordinate, correct, track and submit payroll for the Boat Tour department; ensuring accuracy, proper transfer of labor and timely weekly reporting
  • Lead - Desk Agents may be required to complete monthly safety inspections and file incident and injury reports on an ongoing basis
  • Lead - Desk Agents may be required to assist management in scheduling Boat Tours employees in accordance with labor budgets and assigning work tasks to the Boat Tours
  • Lead - Desk Agents ensure everything operates smoothly in manager's absence and that all customer relations issues are handled effectively
  • Lead - Desk Agents oversee nightly close out and balance cash with daily sales at the end of the shift
  • Must be flexible - willing to work a rotational schedule with rotational days off that may include weekends and holidays
  • Must ensure cleanliness and a pleasant atmosphere in The Boat Tours office at all times
  • Must be well groomed and maintain a high level of professionalism at all times
  • Know and comply with all company policies and procedures regarding safety, security, emergencies and energy
  • Report to work on time and in complete uniform
  • Other duties as assigned

Status and Scope:
  • The Lead - Desk Agent reports to the Boat Tours Manager
  • The Lead - Desk Agent must be able to support and oversee the Boat Tours team to ensure the highest levels of customer service are adhered to; ensuring the resort operates as smoothly and efficiently as possible
  • The Lead - Desk Agent should demonstrate strong time-management, communication (oral & written) and organization skills. They should be confident, have attention to detail accompanied with a positive attitude and ability to multi-task and thrive in a demanding and fast-paced work environment
  • The Lead - Desk Agent should be willing to gain a good understanding of Lake Powell Resorts and Marinas and surrounding area, becoming fully knowledgeable on all activities and amenities offered

Qualifications: Qualifications:
  • Must have a High School Diploma or equivalent
  • Must be fluent in the English language both spoken and written - able to read & interpret documents such as safety rules, ARAMARK operating and maintenance instructions and procedure manuals
  • Must be computer literate in MS Office programs and have the ability to learn the SMS Touch POS System
  • 2+ years experience in Boat Rentals and Sales experience is preferred

Equipment Used:
Adding Machine, Calculator, Computer, Photocopier, Printer, Telephone, SMS Touch POS System

Travel Requirements: Little or No Travel (>10%)

Lifting Requirements:
SEDENTARY - Lifting up to 10 pounds maximum and occasionally lifting and/or carrying small items (files, manuals, binders)

Physical Requirements: BENDING OCCASIONAL

A little about us:
At Aramark, we believe that each of our employees can play an important role in creating the great experiences that become lasting memories.

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