Resort Services Rep - Part Time

About the role

A Resort Services Representative will provide exceptional service and support within the Resort Services and PBX/Call Center areas while partnering with the Front Office department. This individual must be committed to delivering an outstanding guest experience as a subject matter expert, identifying opportunities to exceed owner and guest expectations. The Resort Services Representative will help create a positive first and lasting impression by coordinating, partnering, and supporting various departments throughout the guest stay to ensure a seamless vacation experience filled with a sense of fun and family.

Essential Duties And Tasks

• Facilitates the overall experience from answering calls in regards their check in & reservation, handling tasks such as but not limited to: inventory management, folio, collection of payments, issuing villa keys, collecting personal guests' information while ensuring safety and security.
• Initiating actions for all guests inquires (phone, email, survey, face to face interactions) or identify next steps through empowered decisions that maintain or exceed owners and guests expectations; getting the owner or guest(s) closer to a solution.
• Provide follow up calls/interactions with owners and guests confirming satisfaction with services provided while identifying opportunities to exceed expectations.
• Accurately collecting and reporting/data entry of all guests experiences through various software platforms used daily and as needed by various department leaders and executives.

Education And Experience

• High School Diploma or GED equivalent or an equivalent combination of training, education and experience
• Previous experience working in a Front Office environment, Call Center or Customer Service environment preferred

Qualifications

• Must have excellent customer service and communication skills
• Familiar with Microsoft, Excel and Outlook
• Bilingual a plus but not necessary
• Strong problem-solving skills
• Ability to make empowered decisions within department guidelines
• Ability to handle escalated challenges with limited hands-on support from a leader
• Supports in-house marketing
• Proactively maintains brand promise and guest experience
• Promotes and maintains a safe work environment
• Ability to engage with guests for long periods of time
• Ability to rotate within the areas of Guest Services, ready to perform
• Ability to receive constructive feedback
• Consistently providing service to external and internal guests that meet/exceed our values and culture