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Job Description
To assist the Manager of Guest & Member Experience to oversee & manage the day-to-day operation of the Guest & Member Experience Team, including coordinating the training of new hires, managing on-going training of current associates, auditing calls and emails to Forbes 5-star standards, and assisting in any capacity needed to satisfy guest and member requests. This role will primarily operate out of the Discovery Center as a repository of local knowledge. To ensure that associates are adhering to all service standards using proper conversation, phone, and email etiquette and providing accurate & consistent information about the Resort to our guests & members. This position will have a particular focus on subject matter expertise with a comprehensive knowledge to respond to guests and members while supporting other team members in response to requests on regional attractions such as: restaurants, museums, theater, concerts, special events, etc. in Miami, Ft. Lauderdale, Boca Raton, Delray Beach and the Palm Beaches. (South Florida) Communication links to all associates is critical to success. This position will serve as a knowledge resource for all Guest & Member Experience Agents. This role will be critical in developing training content, testing for comprehension and overall training of Guest & Member Experience Agents. Essential Functions Supervise the Guest & Member Experience Associates and ensure that they meet, greet, and interact with clients in a positive and friendly manner. Interact with guests and members in the Discovery Center face to face, by phone or online in meeting their informational and servicing needs. Must have a comprehensive local knowledge of the social scene, cultural scene, special events, etc. for South Florida, and maintain a current relevant knowledge. Ensures the Discovery Center is a welcoming place, embracing guest contact and recognized as a center of particular knowledge and resourceful capabilities. Develop the local knowledge of all team members associated with the Guest & Member Experience Team. Make sure that the Guest & Member Experience Agents are fulfilling the needs and expectations of the client. Handle any challenges and concerns immediately and inform the relevant leadership. Escalate reoccurring concerns to the Director of Ops OR General Manager, Cloister and Bungalows. The primary location for this position will be within the Discovery Center but will require some circulation to ensure efficiencies and quality metrics. This role is key to follow through with the Manager to ensure the constant coverage within the Discovery Center seven days a week 9AM to 7PM (hours may be subject to change to meet the needs) between the Manager and two supervisors to ensure not only physical coverage but the reservoir of knowledge. And to ensure the proper coverage of the resort by monitoring the distribution and activities of the Guest Experience Agents. Provide directional and informational support to guests and be knowledgeable of daily hotel activities and group functions. Ensure the information provided to guests is accurate and personalized.
Maintain complete knowledge of:
All resort features/services, hours of operations. All resort restaurant food concepts, dress code, and ambiance. All resort room types, numbers/names, amenities, and locations. Generate guest interest in the resort's services by anticipating guests' and members' needs and expectations with little input from others. Facilitate all Guest Service Requests following the Forbes Five Star Guest Service Request standards. Builds strong relationships with guests, members, and team members in order to gain a full understanding of their needs and work to serve them effectively. Assist in creating and hosting pre-shifts for the Guest & Member Experience Team. Represent the Guest & Member Experience team in Pre-Conference Meetings. Attend a Banquet Event Order (BEO) meeting with Catering and Convention Managers as well as other internal departments to review and discuss any changes to BEO's for the next two days, communicate to the larger team any relevant issues.(or send a representative) Coordinating training of new hires. Manage ongoing training of current associates to include frequent role play. Ability to multitask in a high pace environment switching between conversations, calls, emails, and booking through a variety of programs. Ensure all team members are adhering to all service standards and using proper etiquette and providing accurate & consistent information about the resort to our guests and members. Escalate reoccurring concerns to the Cloister & Bungalows Director of Operations OR General Manager, Cloister and Bungalows. Participate in member events to enhance communication and create a sense of accessibility as directed. Resolve problems for guests and members in an effective and efficient manner assuring satisfaction with resolution. Internal Relationships Reports to Director of Guest & Member Experience and assists same in managing the Guest & Member Experience Team as required. Become recognized as the "Resort Expert" on regional dining, theater, museums, events, etc. Communications links to multiple departments are vital for this department to be effective and they must be constantly nurtured. With such a high level of guest/member contact it is highly probable one will become aware of dissatisfaction. If it is possible to immediately resolve, do so. For resolution outside of your control seek resolution through escalation and follow through to completion. In the area of Conference Services it is particularly important to be aligned with the Catering and Convention Services teams. External Relationships Has regular contact with the company's guests and members. Maintains appropriate relationships with these and other constituencies to enhance the image of the Company and the attainment of its objectives. Maintain appropriate personal boundaries to avoid potential of confusion. In the area of conference services will have direct close contact with meeting planners and catering clients. May interact with multiple outside vendors, contractors, venues, etc. in responding to the needs of guests and members. Qualifications Interacting with multiple systems — Using a variety of applications (including hardware and software) to assist guests in planning their stay, entering data, processing complete itineraries by consolidating information from multiple applications. Ability to use technology for internet search. Communicating with Associates Outside of the Department — Representing the Guest Experience Team to every other department in the resort for follow-through; via specific communication protocols utilizing email, telephone, radio, text messages, or through other applications. Establishing and maintaining interpersonal relationships —Developing constructive and cooperative working relationships with others and maintaining them over time. Oversee and manage others — Help develop team members in their roles as successful Experience Center and Experience Agents. Manage the training of new hires as well as ongoing training for seasoned agents. Develop a comprehensive knowledge of the resort, and South Florida in general to support a richer guest experience.
Education/Experience Requirements Education:
High school diploma or equivalent required. 4-year college degree preferred
Schedule:
This position will require evening, weekend, and holiday work.
Experience:
Previous work experience in high pace operations. Previous work experience in a luxury environment preferred. High proficiency in computer software such as computer programs, apps, and websites preferred. The ability to speak and write in English, demonstrate intensive customer focus and reliability, and maintain a well-groomed presentation. Physical Requirements Sitting Constant. Walking, climbing stairs Occasional. Crouching/Bending/Stooping Rare Reaching Rare Pushing/Pulling Rare Near Vision Occasional Far Vision Occasional Hearing Constant Talking Constant Lifting/Carrying (15 lbs.) Rare Travel Rare In the United States we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. We're proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neuro-diversity, disability, age, or veteran status, or any other non-merit based or legally protected grounds.
Job Type:
Full-time Pay:
$23.50 - $24.00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance
