The Guest Relations Coordinator assists in offering pre-arrival assistance to all leisure guests of Carmel Valley Ranch providing personalized and attentive service while maximizing resort revenue by selling additional services and activities. The Guest Experience Coordinator offers support to the Guest Services Supervisor & Rooms Managers, and will work closely with the Front Desk team, Bell, In-room dining, Housekeeping, Spa Aiyana, Lodge Restaurant, and other teams to ensure all areas are aware of relevant guest requests/preferences, allergies, hot-buttons, etc.
STANDARD SPECIFICATIONS:
Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.*
Job Functions:
- Conduct pre-arrival calls to VIPs and leisure guests to offer assistance with pre-arrival planning
- Aiding booking dining, spa, golf, activities, etc.
- Verifying any special needs/requests
- Upselling special services, room types, amenities, etc.
- Answer incoming reservation calls and handle inquiries in accordance with Forbes standards.
- Sell the property, rooms, and activities including Spa, Golf, Tennis, Recreation River Ranch and Food and Beverage.
- Coordinate reservations with outside vendors and restaurants.
- Assists with coordinating in house and third-party guest amenities
- Ensure quality and completeness of Incoming, lnhouse & departing reservations using checks and balances.
- Integrating information from SpaSoft, OpenTable, and all info received by team members into PMS Guest Profile to build our guest database
- Remain knowledgeable of Carmel Valley Ranch special events as well as local events.
- Remain well versed in executing the WOH loyalty program.
- Remain well versed in all resort features including;
- Guest suites and locations
- Spa amenities and treatments
- Golf course and golf amenities, services and classes
- Tennis and tennis amenities, services and classes
- River Ranch fitness and family activities, amenities, services and classes
- Food and Beverage outlets, menus and special offerings
- Remain well versed in resort policies, procedures and hours of operation for the various outlets
- Remain well versed in Carmel Valley Ranch packages, promotions, dynamic package items and specials.
- Attempt to bring guest issues/complaints to a resolution, recognizing when it is necessary to forward calls to a manager / supervisor for further resolution.
- Ensure confidentiality of hotel guests and members.
- Ascertain guest inquiries and demonstrates resourcefulness in providing solutions.
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Essential:
- Minimum of one ( 1) year experience in a customer service-oriented position.
- Requires prior experience handling high phone call volume
- Proficiency in reading, writing and speaking the English language.
- Ability to perform basic arithmetic.
- Warm and welcoming demeanor and exceptional phone etiquette.
- Exceptional communication skills both written and verbal.
- Ability to remain calm and courteous in demanding and difficult customer situations.
- Ability to prioritize and organize work assignments.
- Ability to learn and sell a wide range of resort offerings.
- Computer proficiency in MS Office (Word and Excel.)Demonstrate proficient typing skills.Ability to work cohesively as part of a team.
- Ability to thrive in a fast paced environment.
- Ability to focus attention to detail.
- Awareness and sensitivity to the concept of luxury and quality.
Desirable:
- Ability to communicate in a second language.
- Experience in hospitality industry in a similar position.
- Previous customer service training.
- Experience with Reservations systems or programs such Opera
Wagw range of $21.00 to $24.00 per hour
