Basic Function: Handle and detail guest reservations to ensure exceptional service with specific emphasis on VIP guests—acting as the property liaison to exceed expectations and deliver exceptional service.
Work Performed:
- Detail all guest reservations, including rates, packaging, room assignments, share with reservations and special requests, obtaining all necessary information and accurately entering it into the PMS system.
- Make contact with (VIP) & special occasion/return/high spend guests prior to arrival to ensure warm welcome.
- Review, update and distribute Arrival/Departure Reports, including, but not limited to VIP report, Amenity report, Repeat Guest Report, etc.
- Create VIP profile alerting the appropriate teams on property of the VIP guest’s arrival.
- Communicate to all appropriate team members the special needs and requirements of VIP guests arriving.
- Meet and greet VIP guests and offer assistance throughout their stay.
- Facilitate creating, printing and distributing Amenity Cards for Repeat Guests, Special Occasions, Travel Agent VIPs etc.
- Ensure VIP amenities are personalized and delivered.
- Make contact with VIP guests post stay to ensure satisfaction with their experience, thank them and ensure they are eager to return.
- Research and merge all previous guest stay information.
- Provide guests with the requested information concerning the facilities, locations, services and surrounding area.
- Confirm reservations in SynXis and enter failed to integrate reservations.
- Assist Scottsdale reservations team with overflow calls.
- Assist group coordinator and accounting as needed, with rooming lists, pick up reports, suite blocks and reviewing accuracy in room assignments and billing.
- Update resort promo chart and distribute to appropriate departments.
- Assist Front Office Management with a variety of tasks not limited to brochure requests, gift card processing, and data entry.
- Assist with leveling Owner Allocation.
- Complete all daily checklists and reports.
- Other duties as assigned.
Supervision Received: Front Office Manager
Minimum Requirements:
A minimum of one year customer service experience is required. Prior resort/hotel reservations experience preferred. High school diploma or equivalent education required. Must possess intermediate computer skills with the ability to learn and master multiple software systems. Ability to deal with internal & external guests while maintaining a high level of professionalism. Requires excellent verbal and written communication skills and confident telephone skills and etiquette. Must be a self-starter and able to work independently, have a strong eye for detail, be results driven, possess strong interpersonal and administrative skills. Demonstrate self-confidence, energy and enthusiasm. Excellent organizational skills and ability to handle multiple tasks (talk, type, search multiple screens) without impact to the guest. Ability to work effectively in a team environment and with different levels of management. Flexibility with schedule, able to work weekends, nights, and holidays as needed.
Physical Requirements:
95% Sitting/5% Standing
Computer screen reading 1-3 feet
Manual dexterity
Lifting & carrying up to 20 pounds
