This is a highly unique position that will need a balance of interacting with guests and associates in person as well as behind the scenes via email and telephone communication. Must be able to provide a ‘Welcome and Cared For’ experience to all by supporting and demonstrating a commitment to Ojai Valley Inn & Spa’s Core Values. Service to our guests should be executed at a consistent level in accordance with AAA Five Diamond and Forbes standards. It will be important to be able to connect with guests both pre-arrival and in-house by offering high quality assistance with customizing guest itineraries and scheduling; including but not limited to Spa, Golf, Camp, and Restaurant reservations as well as off-property activities and assisting with any special arrangements courteously and efficiently. Detail accuracy and completeness as well as guest satisfaction is crucial in this position to create a flawless and memorable experience for our guests while extending a very unique service that most resorts cannot offer.
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. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other Associates or guests.
SKILLS AND QUALIFICATIONS:
Essential:
Minimum of one (1) year experience in a customer service oriented position.
Requires prior experience handling high phone call volume.
Previous customer service training.
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.
Computer proficiency in MS Office (Word and Excel).
Demonstrate proficient typing skills.
Ability to work cohesively as part of a team.
Ability to promote positive relations with all individuals who approach the Discover Ojai Center in person, by telephone and email.
Ability to thrive in a fast paced environment.
Ability to focus attention to detail.
Ability to maintain confidentiality of all guest information and pertinent hotel data.
Ability to ensure security of guest room access.
Ability to perform job functions with minimal supervision.
Ability to remain stationary at assigned post for extended periods of time.
Desirable:
Ability to communicate in a second language.
Experience in hospitality industry in a similar position.
Experience with Reservations systems or programs, Opera preferred.
Previous experience as a Concierge in a luxury market.
Knowledge of local attractions, services and suppliers/vendors.
Valid membership in Les Clef D’ors
ESSENTIAL JOB FUNCTIONS:
This job description in no way states or implies that these are the only duties to be performed by the Associate occupying this position. Associates will be required to perform any other job-related duties assigned by their supervisor.
Plan, organize and anticipate future guest’s needs/wants and expectations in accordance with AAA Five Diamond and Forbes Standards.
Run an EPOR Report that pulls all incoming resort guests for future arrivals who require outreach.
Contact guests via telephone or email for any last minute changes or assistance with scheduling activities.
Sell the property and activities including Spa, Golf, and Food & Beverage.
Extend Experience Planning services to Past Poor Stay/VIP (through Executive Assistant) and Group guests.
Follow-up on requests from all emails. Make any reservations or add special notations within the guest’s room reservation based on requests.
Up-sell rooms, activities, special events such as Grand Buffets or special events.
Provide prompt courteous service to emails…