Job Overview
Employment Type
Hourly
Full-time
Compensation
Type:
Hourly
Rate:
Range $24.75 - $1.00
Work Schedule
Standard Hours
Benefits
Group medical
Dental
Vision
Life insurance
Disability Benefits
Employee assistance program
Paid Time Off
Sick Time
401(k) plan with Company Match
Team member rates
Complimentary room night program
complimentary monthly Golf
Retail Discounts
Spa Discounts
Dining Discounts
Job Description
Terranea Resort is a luxury oceanfront destination located on the beautiful Southern California coast, renowned for its breathtaking views, exceptional hospitality, and commitment to guest satisfaction. As a premier resort, Terranea offers a unique blend of natural beauty, upscale amenities, and a variety of recreational activities that create an unforgettable experience for every guest. The resort prides itself on maintaining the highest standards of service and quality, making it a sought-after location for both leisure and business travelers. With a dedication to sustainability and community engagement, Terranea Resort stands out as a leader in the luxury hospitality industry, combining comfort,... Show More
Job Requirements
- Prior customer service experience in a luxury resort/hotel preferred
- Required high school diploma or GED
- Bi-lingual speech capabilities preferred
Job Qualifications
- Speaks English clearly with poise and confidence using correct English and a well-modulated voice
- Actively listens carefully and be able to read and understand instructions, safety rules, etc
- Writes professionally with correct grammar and punctuation to correspond with clients and colleagues
- Adequately positions Terranea Resort to sell rooms and amenities with enthusiasm
- Uses personal judgment and specialized knowledge to give information to people
- Analyzes and interprets established policies
- Multitasks or can change activity frequently and cope with interruptions
- Accepts full responsibility for managing an activity
- Able to type 35 w.p.m
Job Duties
- Answer incoming calls in less than three rings in a professional demeanor following resort quality standards and adhering to the Aspire Reservations Sales Funnel to achieve a 90% or higher score on all sales calls, convert the caller to a booking and generate the highest revenue possible including offering and booking ancillary revenue
- Process internal reservations requests, call backs, e-mails and faxes
- Input reservations and revisions from direct phone bookings, SynXis (booking engine) and other third-party sites into property management system in a timely manner to resort established standards
- Provide notes and comments regarding guest stays in property management system, noting special needs and requests to ensure a smooth registration upon arrival at the front desk
- Assist Reservations Supervisor and Reservations Manager with new hire training on property and ongoing training remotely and assist in developing the department’s training plan and updating reservations training materials
- Keep reservation shared drive up to date with most relevant information
- Monitor responses to all guest inquiries via reservations shared email box and via Sertifi
- Complete third-party reservations reconciliations and other administrative duties to support reservations department
- Ensure proper booking information is recorded for each reservation and according to resort standards
- Conduct pre-arrival calls and assist guests with any pre-arrival requests and anticipate needs for ancillary bookings
- Conduct outbound calls to past guests to secure future reservations
- Greet guests upon arrival if requested
- Resolve guest complaints and requests related to room and billing issues
- Collect and process deposits and final payments for confirmed bookings
- Print reports and traces to audit reservations and ensure a satisfactory guest experience
- Complete “call arounds” to resort’s competitive hotels on a weekly basis to help ensure accurate rate positioning and opportunities within our market
- Keep current with all communication and departmental changes
- Participate in department projects
- Attend and participate in reservations meetings
- Participate in Aspire sales training programs
- Input rooming lists accurately per the instructions of the Group Rooms Coordinator, ensuring that name spelling, billing, dates, and specific requests are accurate
- Maintain positive relationship with travel agents and wholesalers, especially those operating locally
- Assist in recognizing and maintaining relationships with repeat guests and top producing travel agents
- Assist sales department when necessary and maintain communication regarding groups and special offers
- Serve as backup to the front desk, guest relations, and call center when needed
- Maintain a neat, clean, and safe work environment
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
Loading...
You may be also interested in:
Nearby Cities
Jobs By Filter