Guest Relations Specialist

3 weeks ago

Sedona, Arizona, United States Enchantment Group Management Company LLC Full time
Job Overview

Core Responsibilities: Manage and enhance guest reservations to provide outstanding service, particularly focusing on VIP clientele—serving as the primary contact to surpass expectations and deliver remarkable hospitality.

Key Duties:

  1. Thoroughly document all guest reservations, including pricing, packages, room allocations, and special requests, ensuring accurate entry into the Property Management System (PMS).
  2. Proactively reach out to VIP guests and those celebrating special occasions before their arrival to guarantee a warm reception.
  3. Compile, update, and circulate Arrival and Departure Reports, which include VIP, Amenity, and Repeat Guest reports.
  4. Create VIP profiles to notify relevant teams about the arrival of distinguished guests.
  5. Communicate essential needs and preferences of VIP guests to all pertinent team members.
  6. Welcome VIP guests personally and provide assistance throughout their stay.
  7. Oversee the creation, printing, and distribution of Amenity Cards for Repeat Guests, Special Occasions, and Travel Agent VIPs.
  8. Ensure that VIP amenities are customized and delivered promptly.
  9. Follow up with VIP guests after their stay to confirm satisfaction, express gratitude, and encourage future visits.
  10. Research and consolidate previous guest stay information.
  11. Provide guests with detailed information regarding the facilities, services, and local attractions.
  12. Confirm reservations in the SynXis system and manage any failed integrations.
  13. Support the reservations team with overflow calls as needed.
  14. Assist the group coordinator and accounting team with rooming lists, pickup reports, suite allocations, and accuracy in billing and room assignments.
  15. Update and distribute the resort promotional chart to relevant departments.
  16. Support Front Office Management with various tasks, including brochure requests, gift card processing, and data entry.
  17. Assist with Owner Allocation leveling.
  18. Complete all daily checklists and reports.
  19. Perform other duties as assigned.

Supervision: Reports to the Front Office Manager.

Qualifications:

A minimum of one year of experience in customer service is required. Previous experience in hotel or resort reservations is preferred. A high school diploma or equivalent is mandatory. Intermediate computer skills are essential, with the ability to learn and master various software systems. Candidates must demonstrate professionalism while interacting with both internal and external guests. Excellent verbal and written communication skills, along with confident telephone etiquette, are required. The ideal candidate should be a self-starter capable of working independently, with a keen eye for detail, results-oriented, and possess strong interpersonal and administrative skills. Self-confidence, energy, and enthusiasm are essential. Strong organizational skills and the ability to manage multiple tasks simultaneously without compromising guest service are necessary. Ability to work effectively in a team environment and engage with different management levels is crucial. Flexibility in scheduling is required, including availability on weekends, nights, and holidays.

Physical Requirements:

95% Sitting/5% Standing

Ability to read computer screens from 1-3 feet away

Manual dexterity

Ability to lift and carry up to 20 pounds

#Talroo

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