Guest Experience Host

Benefits

Additional Information

We Put the World on Vacation Travel + Leisure Co. is the world's leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide. Guest Experience Host POSITION REPORTS TO: Front Office Manager (direct line) & Regional GEH Manager (dotted line) POSITIONS REPORTING TO THIS POSITION: Nil KEY RELATIONSHIPS: Internal: Resort Operations & Sales teams External: Guests PRIMARY OBJECTIVES: To actively contribute to the company vision of putting the world on vacation by working as a team to ensure: The generation and delivery of sales appointments of all guest types for the onsite sales team or via livestream The day-to-day operation of the front desk including greeting and registering of owners and guests, providing information to local area attractions, completion of all department related paperwork and using all communication equipment including telephones, facsimiles and computers. Our Values are the HEART of Travel + Leisure, the beliefs of our global team that define what we recognize as important, meaningful and right: Hospitality - treating everyone like family Engagement - delivering our promise Accountability - owning our impact Respect - considering others in every interaction Teamwork - succeeding together PRINCIPAL RESPONSIBILITIES: (Include but not limited to:) Schedule onsite resident guests to Owner Updates or regular Club presentations, as appropriate, during the guest's stay at the resort property Meet the monthly tour budgets and penetration targets set by the Company Assist in the tour generation process to ensure that prospects meet the Company's tour qualification specifications Complete the relevant checklist pertaining to the shift being worked: AM shift checklist, Middle shift checklist & PM shift checklist Assist all owners and guests with the following (in accordance to the relevant policies): Pre call Greeting and welcome of guests with room escorts and porter service where suitable Follow up calls or courtesy calls. Provision of tourist information and bookings for restaurants, tours, etc Assisting owners in their rooms with general requests, troubleshooting problems in rooms and deliveries Perform all duties of the front desk as per the relevant shift checklist, including greeting owners and guests, registration, communications system monitoring, entering tour bookings into Salesforce, dispensing information, and portage of luggage, check in/out formalities, cash handling and balancing procedures, tour & travel enquiries/bookings, reservations, night audit procedures and telephone duties as required. Possess a thorough knowledge of the operation of all administration equipment eg. Email, basic word & excel documentation, PABX, RMS, Salesforce, Credit Card settlement machines, facsimile, etc Attend all training and team meetings as required Be confident in advising guests on the local area and what it can provide for hotel guests eg. Events, restaurants, stores, public transport, etc Have thorough knowledge of Club Wyndham memberships and their guidelines Be fully conversant with rates, room configurations and room availability Have a full understanding of the Resort Facilities Increase room sales for walk -in and non-owner market Monitor and manage availability on web sites for sales to non-owners Increase revenue streams for incidentals, up sell tours and promotions Have a full understanding, and ensure correct procedures are followed regarding lost property Ensure proper reporting and recording of all items of maintenance required in guest rooms and public areas Ensure Resort security procedures are always adhered to Assure that office supply inventory levels are maintained and updated as needed Gain appropriate authorisations prior to requisitioning services or purchasing items Participate in ongoing training and coaching to assure that high standards of hospitality are maintained at all times. Provide a neat, professional appearance and safe workplace including maintaining reception and foyer area in a clean and tidy state at all times. Maintain a working relationship with vendors Always conduct oneself in a professional manner and within the guidelines set by State and Federal laws and company policies. Always maintain a professional and ethical approach while acting as a representative of the Company Ensure all Company policies and procedures are correctly followed Apply industry and Company best practices to all work procedures Adhere to the set work schedule and for being on time for work Perform maintenance, housekeeping and general functions as required Actively participate as a team member to ac

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