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Guest Services Coordinator

2 months ago

Lihue, United States Timbers Kauai Full time
Position Overview

Company Overview:

Timbers Company is a premier developer and operator of distinctive boutique hotels, residence clubs, and resort communities in some of the most desirable locations globally. Our mission is to craft extraordinary experiences with exceptional hospitality while immersing our Owners and guests in the genuine charm of each destination we serve.

Property Overview:

Imagine a workplace that is as breathtaking as it is rewarding. Timbers Kaua'i at Hōkūala, situated on the stunning coastline of Kaua'i, offers a unique blend of serenity and vibrancy, allowing us to provide unforgettable experiences in one of the world's most picturesque settings. Our team embodies the spirit of aloha, delivering anticipatory service in an unmatched environment.

Core Values:

We are dedicated to fostering an authentic sense of belonging for families, encouraging them to return time and again. Our commitment to creating memorable and enjoyable experiences is reflected in every aspect of our operations, from hospitality management to sales and marketing. Our values shape our identity:

  • Embrace Authenticity
  • Exhibit Humility
  • Encourage Teamwork
  • Respect Time
  • Demonstrate Trustworthiness

Benefits:

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

Position Summary:

The Concierge is responsible for providing exceptional assistance to residence club owners and visitors, including managing dining reservations, coordinating transportation, and facilitating ticketing for recreational activities. This role requires a courteous and professional approach while ensuring the highest standards of service are met during check-in and check-out processes.

Key Responsibilities:

  • Engage genuinely with each owner and guest, prioritizing the significance of every interaction.
  • Utilize the names of owners, members, and guests in all communications to foster a personal connection.
  • Answer phone calls with enthusiasm, demonstrating proficiency in the telephone system and addressing inquiries effectively.
  • Maintain a professional demeanor in all interactions.
  • Handle reservations for activities, transportation, and dining, catering to the needs of owners, members, and guests.
  • Possess knowledge of itineraries provided to owners and guests regarding activities.
  • Accurately record and log information in a timely manner.
  • Communicate effectively with all departments, adhering to their specific protocols.
  • Utilize the computer system for concierge reservations, reporting, billing, and activity scheduling.
  • Prepare arrival and departure reports, along with welcome packets for guests.
  • Demonstrate attention to detail and follow through on all assigned tasks.
  • Maintain familiarity with all Timbers Properties, the Reciprocity Program, and the Timbers Collection.
  • Assist Club Service Attendant staff with valet services, deliveries, and interdepartmental support as needed.
  • Excel in multitasking and managing various responsibilities simultaneously.
  • Conduct tours for guests, highlighting amenities and commercial offerings within the property.

Qualifications:

To excel in this role, candidates must demonstrate proficiency in the following areas:

  • 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:

  • Familiarity with hospitality industry principles and practices.
  • Proficiency in standard computer software applications.
  • Understanding of departmental policies and procedures.
  • Ability to engage with diverse individuals from various backgrounds, both in person and over the phone.
  • Knowledge 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.