Job description
JOB DESCRIPTION
Position Title: Desk Agent Department:Tours & Charters
Salary Range: $14.00-$15.25 Reports to: Tours & Charters Manager
Employment Status: Seasonal FLSA Status: Non-Exempt
POSITION SUMMARY
The incumbent shall meet and greet all visitors in APM’s Visitor Center and answer any questions that may be posed. The Desk Agent shall be well versed in amenities provided by APM, especially tours, and knowledgeable about the surrounding area. Agent will book/reserve and confirm reservations for the tours department, handle any monies involved and be held accountable for such. Providing the highest level of customer service is expected while performing any and all duties for Antelope Point Marina.
ESSENTIAL FUNCTIONS & DUTIES
- Possess the ability to resolve issues through sincere active listening and create win/win solutions.
- Greet guests and helping form a positive first impression of Antelope Point Marina.
- Perform check-in procedures, including identity verification, payment processing.
- Ability to answer questions about APM's policies, and amenities.
- Answer questions about the local area and provide relevant recommendations for surrounding attractions.
- Professional and proper communication etiquette in a timely manner.
- Maintain enthusiasm and morale with team and visitors while working cohesively with all other APM departments.
- Provide excellent customer service and maintain a polite attitude to promote professionalism and a high standard of excellence.
- Possess the ability to react productively to other duties as reasonably assigned.
QUALIFICATIONS
Excellent customer service and positive demeanor required. Basic computer skills, ability to be trained in reservation and payment software. Strong communication skills and the ability to work in a team environment. Ability to work weekends and holidays on a flexible schedule.
Education
Possess a high school diploma, GED, or equivalent preferred, but not required.
Experience
Previous experience in customer service preferred, but not required.
- Knowledge of APM marina services and amenities.
- Skills which allow for the tactful resolution of guest problems or concerns.
- Knowledge or ability to be trained in fire extinguisher operation.
- Knowledge or ability to be trained in ISO/EMS awareness.
- Knowledge or ability to be trained in employee orientation.
- Knowledge or ability to be trained in hazard communication.
- Knowledge or ability to be trained in hazardous materials response/respiratory protection.
- Knowledge or ability to be trained in emergency response.
- Knowledge or ability to be trained in recyclable materials.
- Knowledge or ability to be trained in blood borne pathogen awareness.
IS THIS POSITION CLOSELY, MODERATELY, OR MINIMALLY SUPERVISED? Moderately.
DOES THIS POSITION HAVE SUPERVISORY RESPONSIBILITY INCLUDING BUT NOT LIMITED TO HIRING, FIRING, PERFORMANCE APPRAISALS, PERSONNEL CHANGES? No.
DOES THIS POSITION HAVE ACCESS TO COMPANY OR CUSTOMER CONFIDENTIAL OR PROPRIETY INFORMATION INCLUDING BUT NOT LIMITED TO CUSTOMER LISTS, PAYROLL, HUMAN RESOURCE OR LEGAL INFORMATION? Yes.
DOES THE POSITION HAVE ACCESS TO OR HANDLE COMPANY OR CUSTOMER FUNDS INCLUDING BUT NOT LIMITED TO CREDIT CARD INFORMATION, CHECKS, CASH? Yes.
WORKING CONDITIONS
The performance of stated functions and duties may occur in, but are not limited to: office settings, confined spaces such as boat hulls, public or common areas such as restaurant or retail establishment; inclement weather conditions may be a factor including rain, snow, wind, extreme temperatures. General industry levels of noise and stimuli should be expected in all settings.*Controllable working conditions (i.e. temperature, lighting) may be altered to create a more conducive working environment for staffing needs, however such accommodations shall not create an undue hardship on the Company or other staff members.
PHYSICAL DEMANDS
The physical demands of the position may include, but are not limited to sitting or standing for extended periods of time. Lifting, carrying and otherwise maneuvering heavy objects with or without assistance. Climbing, crouching, reaching, extending and other bodily movements in work areas such as boats, office settings, docks.
ENGLISH PROFICIENCY
It is important that the incumbent be able to communicate effectively in English including speaking, understanding, reading, and writing for the purpose of general interactions with staff, guests and customers. Additional linguistic proficiency is welcomed and encouraged, but not required for the performance of the position.
INTENT AND FUNCTION OF JOB DESCRIPTION
The purpose of the job description is to provide the general tasks and standards of the position. The job description is composed with the intention that only essential functions are included; peripheral tasks only incidentally related or otherwise assigned to the position have been excluded.
The job description does not create an employment contract. APM maintains its status as an at-will employer. APM or the employee may terminate the employment relationship at any time, for any reason, with or without cause or notice.
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