Guest Experience Specialist-Carolina-Full Time

SUMMARY

The primary purpose of this position is to serve as a specialized customer service representative for guests of Pinehurst Resort. All duties are to be performed in accordance with the direction and goals determined by the Front Office Management Team and Pinehurst Resort.

EDUCATION and / or EXPERIENCE :

Associate's degree and a minimum of six months related experience; or an equivalent combination of education and experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

• Efficiently and accurately checks guests in and out in a positive, friendly manner
• Have knowledge to promote and explain resort packages and policies
• Respond to all guest concerns immediately
• Review resumes and site visits for relevant information
• Review incoming arrivals and prepare for VIP & returning guests
• Create reports and templates for multiple departments to identify special guests and their needs
• Review guest comments and relay to the appropriate employee partners
• Provide personalized meet and greet services to special guests
• Assign rooms daily and weekly for VIPs and site visits
• Oversee daily, weekly and monthly room availability control; Maintaining proper building and bedding assignments
• Obtain and schedule recreation activities and other recreation needs
• Responsible for delivering guest mail to the post office drop box daily
• Order flowers, food and retail items coupled with welcome notes and other amenities for VIPs and special guests.
• Schedule tee times and dining reservations for guests internally or externally.
• Assist with reservations at hotels, restaurants, airlines and other facilities
• Provide information to guests on resort amenities and surrounding areas of interest and offer maps and directions.
• Maintain a courteous and professional attitude toward members, resort guests and employee partners
• Responsible for managing inbound and outbound guest packages and golf clubs.
• Generate two way communication with guests, before, during and after their stay by Phone, Text, Email and Mail correspondence.
• Responsible for being a team player within the Resort
• Attendance at regularly scheduled meetings, committee functions and special event meetings as needed.
• Assume other areas of responsibilities as delegated by the Front Office Management Team.

SUPERVISORY RESPONSIBILITIES :

This job has no supervisory responsibilities.

LANGUAGE SKILLS :

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS :

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY :

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must frequently lift and / or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

OTHER ACCOUNTABILITIES :

Pinehurst, LLC reserves the right to transfer any Employee from his / her current job assignment or location to another job assignment or location as needed, either on a temporary or regular basis.

Pinehurst, LLC reserves the right to transfer any Employee from his / her current job assignment or location to another job assignment or location as needed, either on a temporary or regular basis.