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Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $19.00 - $19.50
Work Schedule
Standard Hours
Day Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and development programs
Paid holidays
Job Description
This position is offered by a prestigious luxury resort known for its dedication to providing exemplary guest experiences and top-tier amenities. The resort is located in a sought-after destination renowned for its exquisite dining, spa services, golf, tennis, pool and beach access, and a variety of special events and activities that cater to its discerning clientele. This establishment prides itself on creating an atmosphere of comfort, elegance, and personalized service to ensure every guest's stay is unforgettable.
The role available is that of a Guest Experience Specialist or Luxury Reservations Agent. This role is central to the resort’s commitment t... Show More
The role available is that of a Guest Experience Specialist or Luxury Reservations Agent. This role is central to the resort’s commitment t... Show More
Job Requirements
- High school diploma or equivalent required
- 4-year college degree preferred with emphasis on foreign languages
- Previous work experience in high pace operations and/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 a well-groomed presentation
Job Qualifications
- Selling or influencing others by convincing guests to reserve guestrooms, dining, spa, golf, cabanas, and related activities
- encouraging upsell of confirmed items
- interacting with multiple systems including hardware and software to assist guests, enter data, and consolidate complete itineraries
- communicating with team members outside of the department using email, telephone, radio, text messages, or other applications
- establishing and maintaining interpersonal relationships
- overseeing and managing others, including training new hires and ongoing training of seasoned agents
Job Duties
- Politely answer inbound calls with a warm and sincere greeting
- answer all forms of communication from guests and members in a timely manner
- Maintain complete knowledge of all hotel features/services, hours of operations
- Maintain complete knowledge of all hotel restaurant food concepts, dress code, and ambiance
- Maintain complete knowledge of all hotel room types, numbers/names, amenities, and locations
- Generate guest interest in the resort’s services by anticipating guests’ and Members’ needs and expectations
- Initiate customized guest itineraries for guestroom reservations, dining, spa, golf, tennis, activities, airport transfers, special events, excursions
- Ensure the information provided to guests is accurate and individualized
- Ability to multitask in a high pace environment switching between calls, emails, texting, and booking through a variety of programs
- Facilitate all guest service requests following the Forbes Five Star Guest Service Request standards
- Build strong relationships with guests, members, and team members
- handle guest complaints and disputes
- ensure all team members follow service standards and proper phone etiquette
- assist the front office with guest check-in/check-out process including confirming dates of stay, payment, room assignment, key coding, providing welcome packets, and bell person introductions
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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