Experience Agent

Luxury Resort Guest Experience Specialist

The ideal candidate is an outgoing and friendly individual who is responsible for elevated luxury room and amenity reservations. Excellent interpersonal and communications skills through both voice and written communication. High attention to detail and accuracy while customizing individual guests' stays. Promptly creating and providing guests with personalized itineraries. Expert in resort amenities including dining, spa, golf, tennis, pool and beach amenities, special events, and activities. Consistently recognizing and anticipating individual wants and needs of guests and members. Elevated knowledge of local dining, events, and activities.

Essential Functions

• Politely answer inbound calls with a warm and sincere greeting, answer all forms of communication from guests and members in a timely manner.
• Maintain complete knowledge of:
• All hotel features/services, hours of operations.
• All hotel restaurant food concepts, dress code, and ambiance.
• All hotel room types, numbers/names, amenities, and locations.
• Generate guest interest in the resort's services by anticipating guests' and Members' needs and expectations with little input from others.
• Initiate customized guest itineraries for Guestroom Reservations, Dining, and Spa, Golf, Tennis, Activities, Airport Transfers, Special Events, Excursions, and more.
• Ensure the information provided to Guests is accurate and individualized.
• Ability to multitask in a high pace environment switching between calls, emails, texting, and booking through a variety of programs.
• Facilitate all Guest Service Requests following the Forbes Five Star Guest Service Request standards.
• Builds strong relationships with guests, members, and team members in order to gain a full understanding of their needs and work to serve them effectively.
• Handle guest complaints and disputes.
• Ensure all team members are adhering to all service standards and using proper phone etiquette and providing accurate & consistent information about the resort to our guests and members.
• Assist the front office with guest check-in / check-out process that includes confirming dates of stay, taking payment, assigning room / re-assigning room, codes electronic keys, ensuring guest knows the location of the room, provides welcome packet and introduces bell person if available.

Internal Relationships

Reports to Director of Guest Experience, Revenue and Front Desk Managers

External Relationships

Has regular contact with members and guests

Qualifications

• Selling or Influencing Others Convincing guests to reserve guestrooms, dining, spa, golf, cabanas, and all related activities. And encouraging upsell of previously confirmed items.
• Interacting with Multiple Systems Using a variety of applications (including hardware and software) to assist guests in planning their stay, entering data, processing complete itineraries by consolidating information from multiple applications.
• Communicating with Team Members Outside of the Department Representing the Guest Experience team to every other department in the resort for follow-through; via specific communication protocols utilizing email, telephone, radio, text messages, or through other applications.
• Establishing and Maintaining Interpersonal Relationships Developing constructive and cooperative working relationships with others and maintaining them over time.
• Oversee and Manage Others Help develop team members in their roles as successful experience center and destination specialist agents. Manage the training of new hires as well as ongoing training for seasoned agents.

Education/Experience Requirements

• High school diploma or equivalent required.
• 4-year college degree preferred with emphasis on foreign languages
• Previous work experience in high pace operations, and/or telemarketing inbound sales preferred.
• Previous work experience in a luxury environment preferred.
• High proficiency in computer software such as computer programs, apps, and websites preferred.
• The ability to speak and write in English, demonstrate intensive customer focus and reliability, and maintain a well-groomed presentation.

Physical Requirements

Lifting 50 lbs. maximum with frequent lifting and carrying of objects weighing up to 25 lbs. It requires walking or standing to a significant degree, as well as reaching, handling, feeling, talking, hearing, and seeing. In the United States, we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.