Experience Concierge - Guest Services (Part Time)

Responsibilities

• Follow Forbes standards to assist guests with exceptional verbal and written communication skills.
• Responsible for pre-arrival process to assist in designing custom itineraries prior to the guests’ arrival and during their stay.
• Using the Aspire Sales Funnel, make recommendations to create a comprehensive resort experience maximizing ancillary revenues.
• Be part of a cohesive team with a singular focus on creating the best possible guest experience.
• Demonstrate your unique personality and service style while achieving the brand standards that make us Terranea.
• Maintain the highest level of confidentiality regarding guests, associates, and proprietary information and protect company assets.
• Show an impeccable thoughtful attention to detail to ensure accuracy and efficiency.
• Embrace the Experience Center mission and vision “The Experience Concierge seamlessly create memorable moments that inspire extraordinary memories at Terranea.”

Additional Duties & Responsibilities

• Warmly greet and assist guests at the Experience Center.
• Adhere to standards of cleanliness and appearance.
• Demonstrate creativity, ingenuity and an innovative approach to exceeding guest expectations.
• Utilize the freedom to go beyond to become an expert in the local community and confidently connects guests to unforgettable experiences.
• Utilize Opera to understand guests’ needs that were communicated to reservations sales agent before making outbound calls.
• Share your personal passions and knowledge of the services and amenities available to guests to create extraordinary moments.
• Track ancillary revenue booked.
• Ensure pre-arrival surveys are addressed shared with appropriate departments and responded to.
• Create customized itineraries.
• Create reservations/appointments as requested by guests to include, but not limited to Restaurants, Spa, Golf and Resort Activities.
• Follow up on all incoming emails and voicemails.
• Answer department telephone within three rings, using correct greeting and telephone etiquette.
• Print reports and traces to ensure a satisfactory guest experience.
• Order amenities for guests who are VIP, celebrating special occasions, or as needed.
• Create personalized welcome notes.
• Provide notes and comments regarding guest stays and profile in property management system, noting special needs and requests to ensure a smooth registration upon arrival at the Front Desk.
• Ensure proper booking information and VIP status is recorded for each reservation and according to resort standards.
• Resolve guest complaints, ensuring guest satisfaction.
• Keep current with all communication and departmental changes.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge at all times of: all hotel features/services, hours of operation local restaurants, bars, nightlife transportation options and current rates local vendors local events/activities scheduled daily group activities resort activities
• Facilitate sales of Terranea gift cards, products, and activities.
• Complete “call arounds” to resort’s competitive hotels on a weekly basis to keep current on other resort offerings and pricing.
• Participate in department projects.
• Attend and participate in monthly meetings.
• Participate in Aspire sales training programs.
• Assist Reservations and Front Office teams when needed.
• Assist in recognizing and maintaining relationships with repeat guests and top producing travel agents.
• Maintain a neat, clean, and safe work environment.

Qualifications

• Ability to communicate, both verbally and written, effectively with guests, vendors and co-workers.
• Strong organization, motivation, and interpersonal skills.
• Critical thinking, problem solving, judgement and decision making abilities.
• Strong verbal and written communication skills.
• Fluent in multiple languages is highly preferred.
• Detail oriented and strong organizational and multi-tasking skills.
• Able to effectively cope with change, handle risk and uncertainty comfortably, able to shift gears at a moment’s notice while being composed under pressure.
• Does not show frustration when dealing with upset guests or associates.
• Relates to all types of people – up, down, and sideways, inside and out the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.
• Genuinely cares about people, demonstrates real empathy and the joys and pains of others.
• Professional and appropriate business appearance and demeanor aligned with the Terranea brand, culture and grooming policy.
• Flexibility to meet the demands of a 24-hour operation.

Pay

Base Pay Start Rate: $27.99/Hr.