Guest Experience Host
POSITION REPORTS TO:
Front Office Manager (direct line) & Regional GEH Manager (dotted line)
POSITIONS REPORTING TO THIS POSITION:
Nil
KEY RELATIONSHIPS:
Internal: Resort Operations & Sales teams
External: Guests
PRIMARY OBJECTIVES:
To actively contribute to the company vision of putting the world on vacation by working as a team to ensure:
* The generation and delivery of sales appointments of all guest types for the onsite sales team or via livestream
* The day-to-day operation of the front desk including greeting and registering of owners and guests, providing information to local area attractions, completion of all department related paperwork and using all communication equipment including telephones, facsimiles and computers.
Our Values are the HEART of Travel + Leisure, the beliefs of our global team that define what we recognize as important, meaningful and right:
Hospitality – treating everyone like family
Engagement – delivering our promise
Accountability – owning our impact
Respect – considering others in every interaction
Teamwork – succeeding together
PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)
1. Schedule onsite resident guests to Owner Updates or regular Club presentations, as appropriate, during the guest’s stay at the resort property
2. Meet the monthly tour budgets and penetration targets set by the Company
3. Assist in the tour generation process to ensure that prospects meet the Company’s tour qualification specifications
4. Complete the relevant checklist pertaining to the shift being worked: AM shift checklist, Middle shift checklist & PM shift checklist
5. Assist all owners and guests with the following (in accordance to the relevant policies):
* Pre call
* Greeting and welcome of guests with room escorts and porter service where suitable
* Follow up calls or courtesy calls.
* Provision of tourist information and bookings for restaurants, tours, etc
* Assisting owners in their rooms with general requests, troubleshooting problems in rooms and deliveries
6. Perform all duties of the front desk as per the relevant shift checklist, including greeting owners and guests, registration, communications system monitoring, entering tour bookings into Salesforce, dispensing information, and portage of luggage, check in/out formalities, cash handling and balancing procedures, tour & travel enquiries/bookings, reservations, night audit procedures and telephone duties as required.
7. Possess a thorough knowledge of the operation of all administration equipment eg., including the title and location of the position for which you are applying.