Guest Relations Coordinator - Private Homes

Job Summary

Private Homes Host (Guest Experience) is responsible for managing in-house and post-stay stages of the Residents. Ensure homeowners receive personalized service from the hotel, and that all guests' expectations are met, and exceeded, throughout their stay at the resort.

Key Duties And Responsibilities

• Maintain a positive and motivated attitude and exercise self-control.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Demonstrate appropriate behavior.
• Maintain grooming standards.
• Cooperate with other hotel departments to make sure the work is planned and organized efficiently.
• Provide information to co-workers by telephone, in written form, e-mail, or in person.
• Ensure a high level of cleaning is always maintained within your own work area.
• To undertake any reasonable tasks and secondary duties as assigned.
• Provide services which blows away for customer satisfaction and retention.
• Maintain high visibility in public areas.
• Establish a positive relationship with guests while maintaining a professional and attentive manner.
• Provide immediate assistance to Homeowners as requested and anticipate their needs when possible.
• Responsible for all in-house or vacant homeowner requests and ensuring their needs are met.
• Interact with homeowners on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Participate, as needed, in the investigation of employee and guest accidents.
• Making sure all homeowner complaints are followed up on.
• Record homeowner issues in the guest response tracking system.
• Seek opportunities to improve client service based on five pillars.
• Maintain a high level of product & service knowledge to explain and cross-sell services and facilities to our clients and potential guests.
• Ensure the quality, standards and meeting the expectations of the homeowners daily.
• Follow LQA Standards related to responsibilities.
• Ensure compliance with all policies, standards, and procedures.
• Participate in the discussion of the work that affects the Host team.
• Be fully familiar with the home types, floorplans, amenities, and locations.
• Responsible for pre-arrival communication and trip planning with homeowners.
• Responsible for the coordination, organization and delivery of a warm welcome and fond farewell for the individual homeowners.
• Communicate homeowner arrivals, preferences and needs to all appropriate departments daily.
• Collect homeowner preferences during their stay.
• Adapt to rotate within the different sub departments of the Rooms Division or any other department of the hotel as assigned.
• Promote activities and facilities of the resort with the intention of converting bookings.
• Be aware of all Group Events, VIP guests that are in-house and of their movements.
• Personal check of room readiness & amenities delivery before arrival of all homeowners.
• Ensure all homeowner needs are met throughout their stay.
• Aid with any other duties as assigned.
• Understand and implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Understand and comply with security, health and safety policies and procedures of the hotel.
• Aid with homeowner transportation around resort, as needed, utilizing provided work vehicle.

Education & Experience Requirements

• Must be computer literate, knowledge of MS Office, Excel and Opera is essential.
• Must be able to work well under pressure and be able to multi-task.
• Has the ability to satisfactorily communicate in English with guests, co-workers, and management.
• Business or Management qualifications are desirable.

Benefits

• Medical insurance - 80% of premium paid by employer.
• Health Savings Account with $50 employer contribution per pay period.
• Dental, vision & life insurance - 100% of premium paid by employer.
• 5 weeks of PTO (Paid Time Off).
• 8 paid holidays.
• Uniform provided & complimentary laundering.
• Complimentary transportation to/from resort.
• Complimentary meal per shift.
• Subsidized housing based on availability.
• Discounts at F&B outlets on property.
• 14 nights per year at $100/night* at Kerzner Properties worldwide.
• Winter season includes complimentary ski pass to Big Sky Resort based on availability OR $225 reimbursement towards gym membership.

Physical Requirements

• The ideal candidate must be able to perform all physical requirements of the job in a safe manner, with or without reasonable accommodation.
• Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods.
• Frequent bending, twisting, stooping, reaching, and pulling.
• Lifting and carrying of loads weighing up to 50 pounds.
• Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.