What are the responsibilities and job description for the Member Concierge & Guest Services position at Reynolds Lake Oconee?
Position will answer questions and make reservations in a courteous and efficient manner for internal and external customers relating to any Reynolds Lake Oconee amenity or activity. Deliver exemplary service to external customers from check-in to check-out.
DUTIES & RESPONSIBILITIES:
- Knowledgeable of RLO, its history, and able to provide directions/information to all internal/external customers.
- Answer and accurately document all calls for reservations and inquiries pertaining to Reynolds Lake Oconee in a professional and courteous manner while documenting the caller’s request.
- Review and familiarize yourself with all activities/events taking place on property and in the local community.
- Make and confirm all reservations including tee times, dining, pontoons, shuttle, lodging, tennis, recreation, fitness, & member events.
- Cover Corporate Front Desk shifts as scheduled & assist with Corporate Front Desk duties during coverage.
- Primary contact and reservationist for Sales Agents & Lifestyle Package inquiries.
- Interface with Ritz Carlton reservation staff to confirm reservations & track available Lifestyle Package rooms.
- Check Departmental & Personal email and return messages promptly.
- Check/Update the Golf Cancellation Policy daily on the Golf Course Status page.
- Communicate with entire team pertinent information provided directly to you.
- Audit reservation systems to ensure correct bookings for members and guests.
- Monitor all event waitlists for the opportunity to accommodate.
- Notify Management if anything seems amiss with system set-ups for tee times and reservations.
- Stand and greet guests arriving/departing Reynolds Lake Oconee upon entrance and departure of the building.
- Process arrivals and offer beverage to guests while they wait.
- Complete daily checklists per scheduled shift.
- Contact housekeeping and/or maintenance staff with guest related requests and concerns.
- Log any maintenance concerns and provide service recovery to guests.
- Process departures, ensuring that all billing amounts and information are correct.
- Complete daily reservation Audit Report for Accounting.
- Take inventory of office supplies & maintain a clean & well-stocked coffee station throughout the day.
- Ensure interior office is closed and locked securely upon end of each day.
- Perform other duties as directed by Management.
QUALIFICATIONS/REQUIREMENTS/EXPERIENCE/EDUCATION:
- 2 years office-related & customer service experience.
- Knowledge of the hospitality industry is preferred.
- Intermediate computer skills using Microsoft Word & Excel.
- Must be well organized, detail-oriented, and ability to multitask between several software applications simultaneously.
- Must possess a pleasant speaking voice and skills of diplomacy & tact while dealing with callers & guests.
- Ability to handle multiple calls while maintaining a calm demeanor.
- Job requires the ability to work weekends & holidays. Flexible scheduling is mandatory due to 365 days of operation.
- Ability to lift up to 50lbs.
- Job requires sitting at desk (70%) and standing & greeting (30%).
Benefits:
- Medical, dental, vision and life insurance
- Paid time off: 1 week paid vacation after 6 months; 3 sick & personal days, and 10 holidays after 90 days
- 401(k) with company match
- Flexible spending and health savings accounts
- LTD and STD
- Employee discounts: food, retail merchandise, boat rentals
- Golf privileges
