POSITION SUMMARY

The Big Cedar Resort Services Agents are responsible for the operational duties of the Resort Services department. It is the responsibility of our Resort Services Agents to ensure all guest service standards are being achieved at the highest level of guest relations and customer service business practices.

ESSENTIAL FUNCTIONS

Providing quality work and complete assignments in a thorough, timely, and accurate manner. Proactively maintaining the skills required to perform job duties. Ability to multitask, while maintaining a positive demeanor, in a fast-paced demanding environment Maintaining a professional appearance, demeanor, and reputation. Knowledgeable of, adhering to, promoting, and enforcing all guest service policies and procedures established within the Big Cedar Lodge Service Standards. Serving as an ambassador to the Big Cedar Lodge by providing genuine Ozark Hospitality in every interaction with both guests and associates. Upholding partnership across the company to streamline communications and seek to understand role impacts. Answering calls promptly and professionally. Routing calls and messages accurately to appropriate departments or individuals. Staying updated on company policies and offerings. Providing guests with accurate information about services, amenities, and local attractions. Handling guest complaints or concerns with empathy, efficiency, and a high level of confidentiality. Escalating issues when necessary while maintaining guest satisfaction. All other duties as assigned.

EXPERIENCE/QUALIFICATIONS

Minimum Degree Required:

High School Diploma or Equivalent 2 years of experience in hospitality telephone communications preferred. Strong employee relations experience

KNOWLEDGE, SKILLS, AND ABILITY

Writing

• Communicating effectively in writing as appropriate for the needs of the audience. Basic Computer Skills
• Proficiency in

Microsoft Office:

Outlook, Word, Modern Workplace, and Excel. Ability to learn and use HotSOS, Stay, Flybook, Google Forms, etc.) Reading Comprehension

• Understanding written sentences and paragraphs in work related documents. Oral Comprehension
• The ability to listen to and understand information and ideas presented through spoken words and sentences. Analytical/Critical Thinking
• The ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in complex data; examine data to identify implications, problems and draw appropriate conclusions; generate alternative solutions to problems; evaluate strengths, weaknesses and consequences of alternative solutions and approaches to solving problems.

Customer and Personal Service

• Knowledge of principles and processes for providing customer and personal services.

This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Ability to follow instructions as directed and work with a sense of urgency Must be self-motivated and able to work in a team-oriented environment with an emphasis on total guest satisfaction Ability to focus attention on details Able to work flexible schedules/shifts as needed for a 7-day operation Must have the ability to effectively work with internal and external guests, some of whom could require high levels of patience, tact, and diplomacy to defuse anger and resolve conflicts.

TRAVEL REQUIREMENTS

N/A

PHYSICAL REQUIREMENTS

Regularly sits and does computer work. Occasionally walks and stands. Seldom/Never lifts up to 50 lbs.

INDEPENDENT JUDGEMENT

Performs tasks and duties under general supervision, using established procedures and innovation. Chooses from limited alternatives to resolve problems. Occasional independent judgment is required to complete work assignments. Often makes recommendations to work procedures, policies, and practices.

Full Time Benefits Summary:

Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions! Medical Dental Vision Health Savings Account Flexible Spending Account Voluntary benefits 401k Retirement Savings Paid holidays Paid vacation Paid sick time Bass Pro Cares Fund And more! Bass Pro Shops is an equal opportunity employer. Hiring decisions are administered without regard to race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable federal, state or local law. Reasonable Accommodations Qualified individuals with known disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. If you need a reasonable accommodation for any part of the application process, please visit your nearest location or contact us athrcompliancebasspro.com. Big Cedar Lodge