Acqualina Management, LLC

JOB OVERVIEW:

The Guest Experience Coordinator is responsible for providing prompt, courteous and efficient handling of all pre-arrival requests, curating the guest’s experience by gathering relevant information prior to guest arrival to ensure that their experience is up to standard, and facilitating inter-departmental communication and assisting with reservation’s communications overflow.

REPORTS TO: Guest Experience Managers

SUPERVISES: N/A

KEY RELATIONSHIPS:

Internal:                    Staff in Reservations, Guest Experience, Concierge, Guest Services, Front Desk, PBX, Sales & Catering, Housekeeping, Engineering, Food & Beverage, Resort Managers, and Executive Offices.

External:                   Resort guests/visitors, Travel and Tour Company representatives, other Resorts.

QUALIFICATIONS

Essential:

• High school graduate or equivalent vocational training certificate.
• Compute basic arithmetic.
• Fluency in English both verbally and non-verbally.
• Provide legible communication and directions.
• Ability to input and access information in the property management system/computers.
• Satisfactorily communicate with guests, leadership and co-workers to their understanding.
• Ability to:
• perform job functions with attention to detail,  speed and accuracy.
• prioritize and organize.
• be a clear thinker, remaining calm and resolving problems using good judgment.
• follow directions thoroughly.
• understand guest’s service needs.
• work cohesively with co-workers as part of a team.
• work with minimal supervision.
• maintain confidentiality of guest information and pertinent Resort data.

Desirable:

• Some college or training in the Hospitality Industry.
• Luxury resort experience
• Previous experience as a Reservation Agent/Concierge.
• Fluency in a foreign language, preferably Spanish or Portuguese.
• Ability to suggestively sell.
• Previous guest relations training.

PHYSICAL ABILITIES

Essential:

1. 1. Exert physical effort in transporting 30 pounds.
2. 2. Endure various physical movements throughout the work areas.
3. 3. Reach 12 inches.
4. 4. Remain in stationary position for 8 hours throughout work shift.

ESSENTIAL JOB FUNCTIONS

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Customer Service Relationship building.
• Increase guest information capture such as email address, postal address, birthday and phone number
• Print daily arrival report to ensure all arrivals are updated with information obtained during pre-arrival
• Update PAC Opportunity Log on a daily basis to track arrival PAC success rate; catalogue the reasons of not being able to obtain guest information during pre-arrival process and share with management team
• Provide weekly and monthly summary of PAC opportunity log to senior leadership team in order to evaluate the efforts of pre-arrival calls and identify areas of opportunity to improve its productivity
• Assist with the implementation of CRM/Digital Alchemy (customer relationship management) communications (confirmation letter, pre-stay, birthday greeting, thank you note)
• Create meaningful, detailed profiles for our guests during pre-arrival calls so that we can plan custom services such as “kids night out” when we have a group of similar age children in the resort or an art tour of the Mansions for art enthusiast
• Call guests prior to arrival to gather information about them such as birthdays, anniversaries, allergies, preferences and any relevant information that will ensure that their experience is up to standard.
• Liaise with the Guest Experience Managers pre-stay as well as post-stay so that we can leverage the data collected during the stay to help create loyalty
• Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge of:

• All Resort facilities/services, hours of operation.
• All guest room layouts, bed types, decor, appointments and locations.
• Room availability for any given day.
• Restricted dates, rates and room types.
• All room rates, packages and promotions.
• Specific arrangements between Resort and travel agencies, corporate reservations center.
• Entertainment/special events scheduled in the Resort.
• Access all functions of the computer system.
• Set up work station with necessary supplies and resource materials.

• Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.
• Process all reservation requests, changes and cancellations received by phone, fax, telex, mail, internally and through corporate reservations center or travel agencies.
• Ascertain callers' needs through open-ended questions.
• Describe room accommodations and all amenities.
• Obtain all designated information to book a reservation.
• Accommodate special requests and designate such in system.
• Access guest history records to best service guests; maintain accurate information in guest history files.
• Maximize rate for all reservations.
• Promote and sell holiday and other packages to callers requesting reservations on designated dates.
• Assist callers with dining room reservations and amenity orders.
• Verify availability.  Suggest alternate dates for sold-out dates.
• Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
• Relay accurate information on transportation arrangements from airport to Resort; input and document such requests.
• Set up proper billing accounts (i.e., sharewiths, room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits.
• Verify all reservation information with caller to ensure accuracy.
• Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message).
• Input all manual reservations into the system.
• Process confirmation letters.

• Designate and apply appropriate travel agency commissions.
• Initiate deposit refunds for non-group reservations.
• Monitor and maintain wait lists daily.
• Process requests for mailing brochures, correspondence and package information.
• Compile and maintain information for daily/weekly/monthly reports.
• Review status of assignments and any follow-up action with on-coming Agent.
• Accept additional responsibility as needed

SECONDARY JOB FUNCTIONS

• Contact area Resorts for availability and rates.
• Document maintenance needs on work orders and submit to Manager.