Guest Experience Host

Guest Experience Host

POSITION REPORTS TO:

Front Office Manager (direct line) & Regional GEH Manager (dotted line)

POSITIONS REPORTING TO THIS POSITION:

Nil

KEY RELATIONSHIPS:

Internal: Resort Operations & Sales teams  

External: Guests

PRIMARY OBJECTIVES:

To actively contribute to the company vision of putting the world on vacation by working as a team to ensure:

• The generation and delivery of sales appointments of all guest types for the onsite sales team or via livestream
• The day-to-day operation of the front desk including greeting and registering of owners and guests, providing information to local area attractions, completion of all department related paperwork and using all communication equipment including telephones, facsimiles and computers.

Our Values are the HEART of Travel + Leisure, the beliefs of our global team that define what we recognize as important, meaningful and right:

Hospitality – treating everyone like family 
Engagement – delivering our promise
Accountability – owning our impact
Respect – considering others in every interaction
Teamwork – succeeding together

PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)

• Schedule onsite resident guests to Owner Updates or regular Club presentations, as appropriate, during the guest’s stay at the resort property
• Meet the monthly tour budgets and penetration targets set by the Company
• Assist in the tour generation process to ensure that prospects meet the Company’s tour qualification specifications
• Complete the relevant checklist pertaining to the shift being worked: AM shift checklist, Middle shift checklist & PM shift checklist
• Assist all owners and guests with the following (in accordance to the relevant policies):
  • Pre call
  • Greeting and welcome of guests with room escorts and porter service where suitable
  • Follow up calls or courtesy calls.
  • Provision of tourist information and bookings for restaurants, tours, etc
  • Assisting owners in their rooms with general requests, troubleshooting problems in rooms and deliveries
• Perform all duties of the front desk as per the relevant shift checklist, including greeting owners and guests, registration, communications system monitoring, entering tour bookings into Salesforce, dispensing information, and portage of luggage, check in/out formalities, cash handling and balancing procedures, tour & travel enquiries/bookings, reservations, night audit procedures and telephone duties as required.
• Possess a thorough knowledge of the operation of all administration equipment eg. Email, basic word & excel documentation, PABX, RMS, Salesforce, Credit Card settlement machines, facsimile, etc
• Attend all training and team meetings as required
• Be confident in advising guests on the local area and what it can provide for hotel guests eg. Events, restaurants, stores, public transport, etc
• Have thorough knowledge of Club Wyndham memberships and their guidelines
• Be fully conversant with rates, room configurations and room availability
• Have a full understanding of the Resort Facilities
• Increase room sales for walk -in and non-owner market
• Monitor and manage availability on web sites for sales to non-owners
• Increase revenue streams for incidentals, up sell tours and promotions
• Have a full understanding, and ensure correct procedures are followed regarding lost property
• Ensure proper reporting and recording of all items of maintenance required in guest rooms and public areas
• Ensure Resort security procedures are always adhered to
• Assure that office supply inventory levels are maintained and updated as needed
• Gain appropriate authorisations prior to requisitioning services or purchasing items
• Participate in ongoing training and coaching to assure that high standards of hospitality are maintained at all times.
• Provide a neat, professional appearance and safe workplace including maintaining reception and foyer area in a clean and tidy state at all times.
• Maintain a working relationship with vendors
• Always conduct oneself in a professional manner and within the guidelines set by State and Federal laws and company policies.
• Always maintain a professional and ethical approach while acting as a representative of the Company
• Ensure all Company policies and procedures are correctly followed
• Apply industry and Company best practices to all work procedures
• Adhere to the set work schedule and for being on time for work
• Perform maintenance, housekeeping and general functions as required
• Actively participate as a team member to achieve company and departmental goals including sales and marketing
• Perform other duties as reasonably requested within your skill and capacity as directed by your manager
• Employees must ensure they comply with Travel + Leisure’s OH&S Policy, procedures and any reasonable instruction given by Travel + Leisure.
• Employees must not wilfully place at risk the health and safety of themselves or any other persons in the workplace and to not wilfully or recklessly interfere with or misuse anything provided for health and safety
• Display Hospitality with HEART to all internal and external parties
• Display innovation through inspiring, creating and improving processes and products
• Show integrity in all aspects of the position by doing the right thing, taking responsibility, and delivering on the promise.
• Display leadership values by ensuring effective communication and respecting your peers and managers.  Support others within the team and empower each other wherever possible

KEY POSITION CRITERIA:

• High standard of personal grooming
• Excellent communications skills (both verbal & written)
• Demonstrates exceptional customer service
• Computer literate 
• Previous experience with a PMS system (Hirum, Fidelio, Opera etc) and Salesforce advantageous
• Knowledge and application of sales techniques
• Ability to quickly build rapport
• Sound problem solving and persuasive skills
• Positive and enthusiastic attitude
• Persistent with a strong determination to succeed
• Results driven and goal oriented
• Excellent communication skills, and active listening skills
• Works independently, as well as a team player
• Conducts oneself in a professional and responsible manner
• Ability to work effectively with all levels employees and guests
• Working knowledge of computer software and sales applications