Southall Experience Specialist

Job Description

Job Description

Description:

Southall is a premier destination bringing nature, produce and people together in a powerful and unique way.

The Southall Experience Specialist are a critical part of our Sales and Operations teams. Each Experience Specialist will be responsible for driving revenue through meeting monthly team and individual goals and anticipating guest needs and desires to create a unique, personalized experiences. The ideal candidate will be self-motivated and consistent with an appetite for growth and a desire to learn.

Responsibilities

• Answer phones promptly, and direct incoming calls from prospective guests, in-house guests, vendors, team members, third parties and travel agents
• Aware of what action to take when an emergency call is required; monitoring automated systems including fire alarms, telephone equipment, etc.; full awareness of health, safety, fire, and bomb-threat procedures
• Communicate with guests via chat, email, or phone, providing our guests with a 5-star experience and utilizing hotel systems to initiate service requests and ensure prompt follow-up
• Book Reservations for guests that will include accommodations, dining, transportation, spa and activities while maintaining the Southall standards
• Monitor and review reservations prior to service to ensure proper flow of service utilizing reservation management system
• Maintain and clearly communicate appropriate, site-specific knowledge regarding all resort dining outlets, spa, activities, events and room accommodations as part of the selling process
• Ensure guest profiles and reservation details are complete
• Charge deposits, cancelling reservations, entering amenities as needed
• Identify VIP guests and maintain confidentiality for each guest
• Promote positive guest relations by providing prompt, courteous, and efficient service
• Complete a thorough two-week training program and participate in monthly training sessions; being receptive to positive & constructive feedback designed to encourage growth and success
• Meet or exceed monthly team and individual revenue and conversion goals
• Act as the point-of-contact for each guest, handling questions and concerns in a manner which promotes positive outcomes
• Be aware of any promotional rates / packages
• Perform additional duties and projects as assigned by Southall Leadership

• 1+ years of customer service or sales experience in a luxury hotel or resort environment preferred
• Ability to effectively communicate with customers in a friendly and positive manner, in order to solicit business, meet client needs and resolve complaints
• Ability to listen, speak and write English to ascertain and respond to client needs
• Must be able to work evenings, weekends and holidays
• High School degree or equivalent

Our Benefits

• Competitive compensation package
• Medical, dental, vision, short and long-term disability, company-provided life insurance
• Generous paid time off accruals
• 9 paid holidays annually
• 401k and company match
• Education reimbursement
• Best-in-class Employee Assistance Program
• Free weekly outdoor activities and wellness classes
• 30% internal discounts
• Fresh and free daily meal
• Bountiful internal growth opportunities

Our Team

Assembled intentionally with dynamic expertise, the Southall team is offered the unique opportunity to learn humbly with, and from, each other. We invest in a growth mindset and take it upon ourselves to strengthen our knowledge and grit daily. We honor the cycles of nature, get our hands dirty and taste the earth’s bounty in an effort to connect with the land.

We plan with purpose, seeing past the present day and seeking to consider the planet with each step. We embrace a blend of ancient techniques and modern technologies in our practice of sustainability. We celebrate ingenuity and resourcefulness and approach our roles through the eyes of an entrepreneur, looking beyond our respective corners to the big picture.

Acting with intention, we approach each day with gratitude for the opportunity to serve our guests and each other. A humble holder of our Michelin Key, our team strives to provide a level of luxury that feels effortless and sincere, infusing wellness at every turn. The Southall team cares for our visitors with the same caliber of kindness and respect as we care for the humans that work alongside us.

Southall Farm and Inn is committed to a diverse and inclusive workplace. Southall provides equal employment opportunities to applicants and employees and does not discriminate on the basis of age, race, color, ancestry, religion, sex, sexual orientation, gender identity or expression, transgender, national origin, status as a protected veteran, disability or any other classification protected by law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.