Guest Services Representative

Job Description

Whaler’s Cove Lodge
Guest Services
Job Description

Department: Guest Services
Reports to: Guest Services Manager

Summary
To create a positive guest experience from first point of contact, through the reservation process, travel, arrival &
welcoming, friendly departures, daily activities, processed fish shipments, and gift shop sales for up to 32 Guests per
day, for an approximate 82 day operating season with guests, with up to 21 days pre-guests and 14 days post guests.
The lodge is located in Southeast Alaska, on Killisnoo Island, just off of Admiralty Island National Monument, near the City of Angoon. This is a remote wilderness lodge specializing in salt & fresh water fishing and ecotourism.
Responsibilities
 Communication HUB
 VHF Radio Base, Dispatch for All Vessels
 Front Desk, Phones
 Hosting bi-weekly Welcome and/or Goodbye speeches.
 Accepting and tending to all (in-house) guest requests and communication with other departments
(Kitchen, Housekeeping, Maintenance etc.) if so required.
 Fielding Guest Requests for Changes in Daily Boat Schedule
 Distribution of Guest Transportation Manifests
 Checking Reservation Emails Daily
 Guest Correspondence
 Support Guest Services Manager with all reservations.
 Working within the Reservation Database (Resort Data Processing, RezOvation)
 Inquiries & Information Packets
 Preparing and Processing Guest Check-in/check-out Paperwork
 Collecting Deposits & Final Payments, Including TIPS
 Guest Survey & Feedback Forms
 Preparing and Processing Employee Boat Rental Related Paperwork
 Checking the Incoming and Outgoing Mail; Visits to the Local Post Office (Pending new Covid-19
Emergency Orders from City of Angoon)
 Meeting and Greeting of Guests after each fishing day to socialize and to take pictures
 Tending to the Gift Shop. Selling merchandise to both guests and employees. Restocking and re-arranging
when necessary. Inventory.
 Tending to the fireplace in the Main Lodge. Periodically cleaning of Front Desk work area including the
Lobby area.
 Gift Shop sales and restock.

Skills Required*
 Excellent and Authentic Customer Service Skills
 Maturity
 Hospitality Industry Experience, Sales or Hosting
 Computer Literacy
 Microsoft Word - Advanced
 Excel – Intermediate to Advanced
 QuickBooks – Intermediate
 Point of Sale systems
 Familiarity with Database Management
Qualifications
 High School Graduate Required, College or University Experience Preferred
 Minimum of 8 years in Customer Service, Hospitality Preferred
 Professional, Positive & Self-Motivated
 Detail-Oriented
 Proficient Communicator
 Written & Oral
 Adaptable
 First Aid Certified Preferred
 Team-Oriented

Dates of Employment
Crew must be available for the entire season. Guest Services crew will fly to Alaska approximately first week of
June and training begins onsite immediately with work through approximately September 15th
We have an approximate 15 week operating season/82 of those days are concurrent with guests. Flights home will be schedule September 16th through September 20th, depending upon individual contracts.

Considerations
Professionalism ~ We require our Guest Services Crew to present themselves in a professional manner at all times.
We always have guests at the lodge (from June into September) with turnover days on Saturdays (every week) and
Tuesdays or Wednesdays (alternating every other week). Because of our remote location, it is very difficult to
replace any of our crew. We expect a commitment to stay the entire season or agreed upon length of contract. It is
important that our applicants understand the operation and what responsibilities will be required of them.
Attitude ~ Our Guest Services crew have a position with very high guest exposure. It is important that our
personnel enjoy people and enjoy showing the guests a good time. We are looking for individuals who can share the
joy of hospitality. We require our team to have a positive attitude, show extraordinary manners, and be courteous
at all times.



Safety & Medical ~ Our guides are our eyes and ears on the water. Guides are expected to keep tabs on other vessels
from the lodge, including self-guided boats. At times our guides act as radio relay stations if a boat is trying to
contact the lodge and is out of VHF range. Guided vessels are required to lend assistance to vessels in emergency
situations where life or property is in danger. Guest Service crew staff the VHF radios 24/7 (in shifts) and are
required to assist with any communications necessary.
Operating in the Alaskan environment is inherently dangerous and all of our employees are required to be aware
and responsive to any potentially dangerous situation that may arise.
If a situation arises that requires medical attention, crew is to contact the lodge immediately and render any
assistance possible. The community of Angoon has a medical clinic with emergency staff available; response time
may be delayed. Regional scheduled sea plane service or charters may be available to transport patients to adequate
medical care facilities in Juneau or Sitka (this is a minimum 40 minute transport, 90 minutes from time of call to
arrival back to emergency services). In addition the U.S.C.G. Air Station in Sitka has the capability to medevac
serious injuries. In any case, the lodge management is to be contacted immediately to ensure a coordinated and
timely response.
Guest Services crew must be healthy, physically fit, maintain a clean appearance, be drug-free (pre-employment
drug testing and random seasonal drug testing is company policy at company discretion), and be a non-smoker.


Please apply directly to wclapplicant@gmail.com with a cover letter and resume.