Introduction

This standard procedure establishes and describes the essential function, authority, duties and responsibilities, job requirements, and performance criteria of the waterpark front desk attendant for Chula Vista Resort.

Functional Role

The basic function of the waterpark front desk attendant is to provide customer service in a consistently friendly, professional manner in achievement of the stated goals and objectives of the resort.

Reporting Relations

Directly Reports To: Waterpark Front Desk/Arcade Supervisor

Direct Report(s): None

Responsibilities and Duties

The primary responsibilities and duties of this position consist of, but are not limited to, the following:

• Willingness to take the most effective role deemed necessary by supervisors or managers.
• Maintaining the operational effectiveness of the aquatic department, while delivering superior quality and service at all times.
• Maintaining compliance with all legal requirements, codes, cleanliness and sanitation standards.
• Safeguarding the confidentiality of customer, company and employee information.
• Taking all opinions and suggestions under advisement before making decisions of major proportion while assuming full responsibility of the decisions themselves.
• Maintaining a cooperative working relationship with guests and the entire staff.
• Ensuring that all standards will be consistent with the goals and objectives already established by the resort as a whole.
• Handling difficult situations tactfully.
• Consistently showing the ability to recognize and deal with priorities.
• Meeting deadlines for time-sensitive activities.
• Completing all obligations; do what has been committed upon.
• Maintaining a well-groomed, professional appearance appropriate for the position and the situation.

• Creating the highest customer satisfaction possible by:
  • Ensuring you provide prompt, friendly, quality service
  • Using proper language to guests and subordinates, both in person and over the radios.
  • Having complete knowledge of the areas of your operation.
  • Having a clean, sanitary, organized work station.
• Practicing cash handling policies and procedures in line with Chula Vista Resort’s stated standards.

Educational Requirements:

Required: None

Preferred: High School Diploma

Skills, knowledge and Abilities:

Knowledge of all facets of hotel including guest relations, as they apply to Chula Vista Resort, is required. The ability to work with other people effectively in a staff position is important. Must have the ability to think creatively regarding the needs of the resort and solve problems or seize opportunities as they occur. Must have the ability to clearly define objectives. Must have working knowledge of standard computing functions.

Physical Requirements:

Body Positions: Standing, bending, kneeling.

Body Movements: Walking, climbing stairs, turning head and torso, bending arms, wrists and fingers.

Body Senses: Must have full use of eyes and ears, full power of speech.

Measurements of Performance

The person in this role will be deemed to be performing in an acceptable manner when the following have occurred:

• All duties and responsibilities are performed on time and in a satisfactory manner.
• Guests are treated in a prompt, friendly, and professional manner.
• Company standards for quality and services are maintained.
• Lines of communication with other functional positions in the company remain open.
• Duties are performed in an independent manner with minimal direction/supervision.