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Guest Services Coordinator

2 months ago

Lihue, United States Timbers Kauai Full time
Job Overview

Company Overview:

Timbers Company specializes in the development and management of exquisite boutique hotels, residence clubs, and resort communities in some of the most desirable locations globally. Our commitment lies in crafting extraordinary experiences through top-tier hospitality while embracing the genuine essence of each destination we serve.

Property Highlights:

Imagine working in a breathtaking environment that truly captivates the senses. Timbers Kaua'i at Hōkūala, situated along the stunning coastline of Kaua'i, combines natural beauty with a vibrant atmosphere, allowing us to deliver exceptional service to our Owners and guests in one of the world's most picturesque settings. Our team embodies the spirit of aloha, providing anticipatory service in an unmatched locale.

Core Values:

We are dedicated to fostering an authentic sense of belonging for families, encouraging them to return repeatedly while striving to create memorable and enjoyable experiences through dedicated and attentive service. Our values guide our actions and interactions across all areas of hospitality operations, asset management, development, and sales & marketing:

  • Embrace Authenticity
  • Exhibit Humility
  • Encourage Team Collaboration
  • Respect Time
  • Demonstrate Trustworthiness

Employee Benefits:

  • Paid time off for full-time, permanent employees.
  • Employer-sponsored health plans.
  • 401k matching program.
  • Complimentary golf for employees and their immediate family members.

Position Summary:

The Concierge is responsible for assisting residence club owners and visitors with dining reservations, transportation coordination, and recommendations for recreational activities. This role also involves facilitating check-in and check-out processes for residences, ensuring a courteous and professional experience that exceeds the resort's high standards.

Key Responsibilities:

  • Engage genuinely with each owner/guest, valuing every interaction.
  • Utilize names of owners/members/guests in all communications.
  • Answer phone calls with enthusiasm and manage calls effectively.
  • Maintain a professional demeanor in all interactions.
  • Coordinate reservations for activities, transportation, and dining as needed.
  • Possess knowledge of itineraries provided to owners and guests.
  • Record and log information accurately and promptly.
  • Communicate effectively with various departments, adhering to their protocols.
  • Utilize the computer system for reservations, reports, billing, and scheduling.
  • Prepare arrival and departure reports along with welcome packets for guests.
  • Demonstrate attention to detail and follow through on tasks.
  • Familiarize yourself with all Timbers Properties and the Reciprocity Program.
  • Assist Club Service Attendant staff with valet services and deliveries as required.
  • Excel in a multi-tasking environment.
  • Conduct tours for guests, highlighting amenities and businesses within the property.

Qualifications:

To excel in this role, candidates must demonstrate the ability to perform essential duties satisfactorily. The following qualifications are necessary:

  • Prior experience in customer service.
  • Understanding of departmental policies and procedures.
  • Knowledge of customer service principles and practices.
  • Proficiency in business English, including spelling, grammar, and punctuation.

Required Skills:

  • Understanding of hospitality industry principles and practices.
  • Familiarity with standard computer software applications.
  • Knowledge of departmental policies and procedures.
  • Effective customer service techniques.
  • Ability to interact with diverse individuals in person and over the phone.
  • Awareness of local amenities, activities, and events.

Education and Experience:

  • High School Diploma/GED; AND two (2) years of experience in hospitality; OR an equivalent combination of education, training, and experience.