Guest Experience Host
Position reports to: Front Office Manager (direct line) & Regional GEH Manager (dotted line). Position reporting to this position: Nil.
Key Relationships: Internal – Resort Operations & Sales teams; External – Guests.
Primary Responsibilities
* Schedule onsite resident guests for Owner Updates or regular Club presentations as appropriate during the guest's stay at the resort property.
* Meet the monthly tour budgets and penetration targets set by the Company.
* Assist in the tour generation process to ensure prospects meet the Company's tour qualification specifications.
* Complete the relevant checklist for the shift: AM, Middle, and PM checklists.
* Assist all owners and guests in accordance with policies: Pre‐call greeting, room escort, porter service where suitable, follow‐up calls, courtesy calls.
* Provision of tourist information and bookings for restaurants, tours, etc.
* Assist owners in their rooms with general requests, troubleshoot problems in rooms and deliveries.
* Perform all front desk duties per the shift checklist: greeting owners and guests, registration, monitoring communication systems, entering tour bookings into Salesforce, dispensing information, managing luggage, check‐in/out formalities, cash handling and balancing procedures, tour & travel enquiries/bookings, reservations, night audit procedures, telephone duties.
* Possess thorough knowledge of administration equipment: Email, basic Word & Excel, PABX, RMS, Salesforce, Credit Card settlement machines, facsimile, etc.
* Attend all training and team meetings as required.
* Confidently advise guests on the local area and its offerings (events, restaurants, stores, public transport).
* Maintain thorough knowledge of Club Wyndham memberships and guidelines.
* Be fully conversant with rates, room configurations and availability.
* Understand and promote Resort Facilities offerings.
* Increase room sales for walk‐in and non‐owner markets.
* Monitor and manage availability on websites for sales to non‐owners.
* Increase revenue streams through incidentals, upsell tours and promotions.
* Ensure proper procedures are followed regarding lost property.
* Ensure accurate reporting and recording of maintenance required in guest rooms and public areas.
* Ensure Resort security procedures are always adhered to.
* Maintain office supply inventory levels and update as needed.
* Gain appropriate authorisations before requisitioning services or purchasing items.
* Participate in ongoing training and coaching to maintain high hospitality standards.
* Provide a neat, professional appearance and maintain a clean reception and foyer area.
* Maintain working relationships with vendors.
* Conduct oneself professionally and within the guidelines set by State and Federal laws and company policies.
* Always uphold a professional and ethical approach while acting as a representative of the Company.
* Ensure all Company policies and procedures are correctly followed.
* Apply industry and Company best practices to all work procedures.
* Adhere to the set work schedule and be punctual.
* Perform maintenance, housekeeping and general functions as required.
* Actively participate as a team member to achieve company and departmental goals, including sales and marketing.
* Perform other duties as reasonably requested within skill and capacity as directed by management.
* Ensure compliance with Travel+Leisure's OH&S Policy and all safety procedures.
Key Position Criteria
* High standard of personal grooming.
* Excellent communication skills (both verbal & written).
* Exceptional customer service orientation.
* Computer literacy.
* Previous experience with a PMS system (Hirum, Fidelio, Opera, etc.) and Salesforce advantageous.
* Knowledge and application of sales techniques.
* Ability to quickly build rapport.
* Sound problem‐solving and persuasive skills.
* Positive and enthusiastic attitude.
* Persistent with a strong determination to succeed.
* Results‐driven and goal‐oriented.
* Works independently and as a team player.
* Professional and responsible conduct.
* Effective collaboration with all levels of employees and guests.
* Working knowledge of computer software and sales applications.
We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class.
#J-18808-Ljbffr