Resort Call Center Associate (Full Time)
Company Name:
The Inverness Hotel & Conference Center
Job Description
Summary: _ _The Resort wendi call center Associate is responsible for answering all incoming resort calls in a courteous and professional manner. S/he will refer calls to the appropriate parties and handle any questions or challenges. The Resort wendi call center Associate will assist in maintaining the AAA Four Diamond standards.The Resort wendi call center associatewill always conduct him/herself in manner which supports the guiding principles of Destination Hotels & Resorts:
_Acts with the highest ethical standards, treating others fairly & with respect.
_
_Empower a diverse group of talented and prepared people.
_
_Nurture lasting relationships with investors, customers and team members
_
_Achieve optimum investment performance.
_
_Focus on Continuous improvement of quality assets and services.
_
_Consistently work to balance our lives and contribute positively to our communities.
_
The Resort wendi call center Associate shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible for exemplifying the Wild Dunes Resort Culture as well as promoting Wild Dunes Resort as both the Destination and Employer of Choice!
# Essential job FUNCTIONS:
Interacts with guests, colleagues, and Resort staff in a professional, alert & courteous manner, assisting other departments any necessary information when called upon.
Acts with responsibility towards all company property, supplies and equipment.
Maintains a professional appearance and follows all Wild Dunes Resort dress code standards.
Answers all inbound Resort phone calls, both internal and external, in a friendly, upbeat tone.
When required, transfers incoming calls promptly, accurately and appropriately.
Relays detailed messages to appropriate parties quickly and efficiently.
Provides general resort information to guests
Responsible for receiving and sending guests faxes and forwarding an incoming Resort faxes to the designated department or associate.
Main contacts for the Resort's mail department and responsible for distributing all internal mail and packages to designated guests and associates in a timely and accurate manner. Also, assists guests and associates with outgoing letters and packages.
Performs all concierge functions when called upon, including but not limited to: assisting with dining and recreation reservations, upselling resort services and amenities to guests, answering common Resort questions, and recommending activities in the local Charleston area.
Maintains a strong familiarity of Wild Dunes Resort and the Charleston area.
Maintains and updates the Resort resolution log and follows-up with managers on any pending issues in a timely manner.
Be able to quickly recognize items that need attention and communicate pertinent information to affected and appropriate parties (i.e. resort associates, guests, departments).
Maintains constant awareness of department and Resort safety issues (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons) and reports all safety incidents to Manager On-Duty.
Enters maintenance and housekeeping work orders into work order system and follow-ups to ensure tickets have been closed in a timely manner.
Greets and welcomes guests thru both phone and face-to-face interactions and provides courteous assistance to those who ask for guidance.
Utilize training of Resort PMS system to be knowledgeable about guest reservations and successfully and independently assist with room assignments and questions.
Must be able to effectively, patiently, and professionally handle all internal and external guest situations and resolve guest challenges to guest's satisfaction andfeel empowered to act in absence of manager
Generate, review and share required daily emails and reports, such as Better Place email, VIP arrivals or late check-out report, to ensure vital information is communicated and accurate.
Remain up-to-date on all Resort happenings, seasonal offerings and any changes in policies and procedures.
Responsible for completing assigned call tracking and daily follow-up sheets.
Performs assigned duties on the daily Resort ambassador task list.
Responsible for ensuring that Resort master keys are kept in a safe and locked place.
Requires a clear understanding of arrival and departure day procedures by department.
Must be able to quickly and efficiently utilize Resort resources to respond to any requests within a designated time limit.
Arrange for Resort services such as bellman, valet, transportation, and housekeeping & engineering for guests.
Maintains records and communicates all VIPs, special requests, etc.
Performs assigned outbound calls such as courtesy call backs to guests inquiring about their accommodations, Welcome Arrival calls following guest check-in, and all wake up calls.
Responsible for overseeing organization, processing, tracking and guest communication of the Lost and Found department.
Follows set procedures on posting, charges, cashing checks, safe deposits and refunds.
Attend any mandatory team and Resort meetings.
Associate is held accountable for all duties of this job and other duties as assigned.
Required Qualifications
# eXPERIENCE & eDUCATION:
High school diploma or equivalent required
Prior hospitality experience preferred
At least one year customer service experience preferred
Job REQUIRMENTS:
Must be a United States citizen or possess a valid work permit
Must have excellent phone etiquette
Must be able to read, write and speak English
Must be able to work well under pressure
Must be able to accurately follow instructions, both verbally and written
Must possesses excellent communication skills
Must be professional in appearance and demeanor
Must always ensure a teamwork environment
Ability to work a flexible schedule that may include evenings, weekends and holidays
Must have the ability to deal effectively and interact well with the guests and associates
Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner
Must have a passion for creating an exceptional experience for all guests
Employees who are hired at Wild Dunes Resort will be verified through the federal E-Verify system.
Working CONDITIONS:
Can sit or stand as needed with intermittent periods of walking, rarely needing to stand for periods up to an hour.
Must be able to occasionally lift and carry up to 20 lbs with assistance
Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow other instructions and perform other work-related duties requested by his or her supervisor.
Preferred Qualifications
Position Title: Resort Call Center Associate (Full Time)
Property: Wild Dunes Resort
City: Isle of Palms
State: South Carolina
Job Type: Full Time
Type of Position: Hourly Position
Salary: 12.50Estimated Salary: $20 to $28 per hour based on qualifications.
The Inverness Hotel & Conference Center
Job Description
Summary: _ _The Resort wendi call center Associate is responsible for answering all incoming resort calls in a courteous and professional manner. S/he will refer calls to the appropriate parties and handle any questions or challenges. The Resort wendi call center Associate will assist in maintaining the AAA Four Diamond standards.The Resort wendi call center associatewill always conduct him/herself in manner which supports the guiding principles of Destination Hotels & Resorts:
_Acts with the highest ethical standards, treating others fairly & with respect.
_
_Empower a diverse group of talented and prepared people.
_
_Nurture lasting relationships with investors, customers and team members
_
_Achieve optimum investment performance.
_
_Focus on Continuous improvement of quality assets and services.
_
_Consistently work to balance our lives and contribute positively to our communities.
_
The Resort wendi call center Associate shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible for exemplifying the Wild Dunes Resort Culture as well as promoting Wild Dunes Resort as both the Destination and Employer of Choice!
# Essential job FUNCTIONS:
Interacts with guests, colleagues, and Resort staff in a professional, alert & courteous manner, assisting other departments any necessary information when called upon.
Acts with responsibility towards all company property, supplies and equipment.
Maintains a professional appearance and follows all Wild Dunes Resort dress code standards.
Answers all inbound Resort phone calls, both internal and external, in a friendly, upbeat tone.
When required, transfers incoming calls promptly, accurately and appropriately.
Relays detailed messages to appropriate parties quickly and efficiently.
Provides general resort information to guests
Responsible for receiving and sending guests faxes and forwarding an incoming Resort faxes to the designated department or associate.
Main contacts for the Resort's mail department and responsible for distributing all internal mail and packages to designated guests and associates in a timely and accurate manner. Also, assists guests and associates with outgoing letters and packages.
Performs all concierge functions when called upon, including but not limited to: assisting with dining and recreation reservations, upselling resort services and amenities to guests, answering common Resort questions, and recommending activities in the local Charleston area.
Maintains a strong familiarity of Wild Dunes Resort and the Charleston area.
Maintains and updates the Resort resolution log and follows-up with managers on any pending issues in a timely manner.
Be able to quickly recognize items that need attention and communicate pertinent information to affected and appropriate parties (i.e. resort associates, guests, departments).
Maintains constant awareness of department and Resort safety issues (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons) and reports all safety incidents to Manager On-Duty.
Enters maintenance and housekeeping work orders into work order system and follow-ups to ensure tickets have been closed in a timely manner.
Greets and welcomes guests thru both phone and face-to-face interactions and provides courteous assistance to those who ask for guidance.
Utilize training of Resort PMS system to be knowledgeable about guest reservations and successfully and independently assist with room assignments and questions.
Must be able to effectively, patiently, and professionally handle all internal and external guest situations and resolve guest challenges to guest's satisfaction andfeel empowered to act in absence of manager
Generate, review and share required daily emails and reports, such as Better Place email, VIP arrivals or late check-out report, to ensure vital information is communicated and accurate.
Remain up-to-date on all Resort happenings, seasonal offerings and any changes in policies and procedures.
Responsible for completing assigned call tracking and daily follow-up sheets.
Performs assigned duties on the daily Resort ambassador task list.
Responsible for ensuring that Resort master keys are kept in a safe and locked place.
Requires a clear understanding of arrival and departure day procedures by department.
Must be able to quickly and efficiently utilize Resort resources to respond to any requests within a designated time limit.
Arrange for Resort services such as bellman, valet, transportation, and housekeeping & engineering for guests.
Maintains records and communicates all VIPs, special requests, etc.
Performs assigned outbound calls such as courtesy call backs to guests inquiring about their accommodations, Welcome Arrival calls following guest check-in, and all wake up calls.
Responsible for overseeing organization, processing, tracking and guest communication of the Lost and Found department.
Follows set procedures on posting, charges, cashing checks, safe deposits and refunds.
Attend any mandatory team and Resort meetings.
Associate is held accountable for all duties of this job and other duties as assigned.
Required Qualifications
# eXPERIENCE & eDUCATION:
High school diploma or equivalent required
Prior hospitality experience preferred
At least one year customer service experience preferred
Job REQUIRMENTS:
Must be a United States citizen or possess a valid work permit
Must have excellent phone etiquette
Must be able to read, write and speak English
Must be able to work well under pressure
Must be able to accurately follow instructions, both verbally and written
Must possesses excellent communication skills
Must be professional in appearance and demeanor
Must always ensure a teamwork environment
Ability to work a flexible schedule that may include evenings, weekends and holidays
Must have the ability to deal effectively and interact well with the guests and associates
Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner
Must have a passion for creating an exceptional experience for all guests
Employees who are hired at Wild Dunes Resort will be verified through the federal E-Verify system.
Working CONDITIONS:
Can sit or stand as needed with intermittent periods of walking, rarely needing to stand for periods up to an hour.
Must be able to occasionally lift and carry up to 20 lbs with assistance
Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow other instructions and perform other work-related duties requested by his or her supervisor.
Preferred Qualifications
Position Title: Resort Call Center Associate (Full Time)
Property: Wild Dunes Resort
City: Isle of Palms
State: South Carolina
Job Type: Full Time
Type of Position: Hourly Position
Salary: 12.50Estimated Salary: $20 to $28 per hour based on qualifications.
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