Job Overview
Employment Type
Full-time
Compensation
Type:
Hourly
Rate:
Range $19.00 - $19.50
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and Development
Employee wellness programs
Job Description
The role of the Guest Experience Specialist is vital to sustaining the resort's five-star reputation. This position demands an outgoing and friendly individual with exceptional interpersonal and communication skills, both verbal and written. The specialist handles elevated luxury room and amenity reservations, ensuring a highly personalized approach to each guest’s stay. Responsibilities include creating tailored itineraries encompassing guestrooms, dining, spa services, golf, tennis, and special events. Knowledge of all resort features, from hotel facilities to dining concepts and room types, is essential. The guest experience specialist excels in multitasking, managing simultaneous communication channels including calls, emails, and texts, while utilizing... Show More
Job Requirements
- High school diploma or equivalent
- four-year college degree preferred with emphasis on foreign languages
- previous work experience in high pace operations or telemarketing inbound sales preferred
- previous work experience in a luxury environment preferred
- high proficiency in computer software such as programs, apps, and websites preferred
- ability to speak and write in English
- demonstrate intensive customer focus and reliability
- maintain well-groomed presentation
- ability to lift 50 lbs maximum with frequent lifting and carrying of objects up to 25 lbs
- ability to walk, stand, reach, handle, feel, talk, hear, and see comfortably
Job Qualifications
- Selling or influencing others
- interacting with multiple systems
- communicating with team members outside of the department
- establishing and maintaining interpersonal relationships
- overseeing and managing others
- previous experience in guest service or hospitality roles
- strong multitasking and organizational skills
- excellent communication and interpersonal skills
Job Duties
- Politely answer inbound calls with a warm and sincere greeting
- respond to all communication from guests and members in a timely manner
- maintain complete knowledge of all hotel features and services, hours of operations
- maintain knowledge of all hotel restaurant food concepts, dress code, and ambiance
- maintain knowledge of all hotel room types, numbers, names, amenities, and locations
- generate guest interest in resort services by anticipating their needs and expectations
- initiate customized guest itineraries for guestrooms, dining, spa, golf, tennis, activities, airport transfers, special events, and excursions
- ensure the information provided to guests is accurate and individualized
- multitask between calls, emails, texting, and booking through various programs
- facilitate all guest service requests following Forbes Five Star Guest Service standards
- build strong relationships with guests, members, and team members
- handle guest complaints and disputes professionally
- ensure all team members adhere to service standards and proper phone etiquette
- assist front office with guest check-in and check-out processes, including payment and room assignments
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
You may be also interested in: