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This is a highly unique position that will need a balance of interacting with guests and associates in person as well as behind the scenes via email and telephone communication. Must be able to provide a ‘Welcome and Cared For’ experience to all by supporting and demonstrating a commitment to Ojai Valley Inn & Spa’s Core Values. Service to our guests should be executed at a consistent level in accordance with AAA Five Diamond and Forbes standards. It will be important to be able to connect with guests both pre-arrival and  in-house by offering high quality assistance with customizing guest itineraries and scheduling; including but not limited to Spa, Golf, Camp, and Restaurant reservations as well as off-property activities and assisting with any special arrangements courteously and efficiently. Detail accuracy and completeness as well as guest satisfaction is crucial in this position to create a flawless and memorable experience for our guests while extending a very unique service that most resorts cannot offer.  

STANDARD SPECIFICATIONS:

Requirements are representative of minimum levels of knowledge, skills and/or abilities.  To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other Associates or guests.

SKILLS AND QUALIFICATIONS:

Essential:

• Minimum of one (1) year experience in a customer service oriented position.

• Requires prior experience handling high phone call volume.

• Previous customer service training.

• Proficiency in reading, writing, and speaking the English language.

• Ability to perform basic arithmetic.

• Warm and welcoming demeanor and exceptional phone etiquette.

• Exceptional communication skills both written and verbal.

• Ability to remain calm and courteous in demanding and difficult customer situations.

• Ability to prioritize and organize work assignments.

• Computer proficiency in MS Office (Word and Excel).

• Demonstrate proficient typing skills.

• Ability to work cohesively as part of a team.

• Ability to promote positive relations with all individuals who approach the Discover Ojai Center in person, by telephone and email.

• Ability to thrive in a fast paced environment.

• Ability to focus attention to detail.

• Ability to maintain confidentiality of all guest information and pertinent hotel data.

• Ability to ensure security of guest room access.

• Ability to perform job functions with minimal supervision.

• Ability to remain stationary at assigned post for extended periods of time.

Desirable:

• Ability to communicate in a second language.

• Experience in hospitality industry in a similar position.

• Experience with Reservations systems or programs, Opera preferred.

• Previous experience as a Concierge in a luxury market.

• Knowledge of local attractions, services and suppliers/vendors.

• Valid membership in Les Clef D’ors

ESSENTIAL JOB FUNCTIONS:

This job description in no way states or implies that these are the only duties to be performed by the Associate occupying this position.  Associates will be required to perform any other job-related duties assigned by their supervisor.

• Plan, organize and anticipate future guest’s needs/wants and expectations in accordance with AAA Five Diamond and Forbes Standards.

• Run an EPOR Report that pulls all incoming resort guests for future arrivals who require outreach. 

• Contact guests via telephone or email for any last minute changes or assistance with scheduling activities. 

• Sell the property and activities including Spa, Golf, and Food & Beverage.

• Extend Experience Planning services to Past Poor Stay/VIP (through Executive Assistant) and Group guests.

• Follow-up on requests from all emails. Make any reservations or add special notations within the guest’s room reservation based on requests.  

• Up-sell rooms, activities, special events such as Grand Buffets or special events.

• Provide prompt courteous service to emails and voice messages to ensure quality and completeness of reservations booked. 

• Provide guest with a welcome call or welcome card upon arrival.

• Maintain complete knowledge of:

  • All hotel features/services, hours of operation.

  • All hotel restaurant food concepts, menu price range, dress code and ambiance.

  • All hotel room types, numbers/names, layout, appointments, amenities and locations.

  • All hotel room rates, special packages and promotions.

  • Daily housecount and expected arrivals/departures (particularly V.I.P.’s).

  • Schedule daily group activities, names and location of meeting/banquet rooms.

  • Local events, attractions, holiday schedules.

• Coordinate guest requests with designated vendors according to departmental standards, to include:

  • Room accommodations.

  • Airline reservations, changes, cancellations.

  • Transportation from hotel to airport and return.

  • Ground transportation; Bus, Train, Limousine, Car Rentals

  • Car repair and servicing.

  • Charter flights/rentals.

  • Babysitting services.

  • Banking/financial services.

  • Business center services/fax or telex services/mailing and delivery services.

  • Interpretation services.

  • Notary services.

  • Restaurant reservations, nightclub activities.

  • Dry cleaning, laundry, alterations, repairs.

  • Film processing.

  • Sporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health club facilities.

  • Formal wear rentals.

  • Flowers.

  • Salon appointments.

  • Shoe shines.

  • Shopping services.

  • Movie/theater/attraction tickets.

  • Sightseeing tours.

  • Medical services.

  • Religious services.

• Remain well versed in resort policies, procedures and hours of operation for the various outlets.

• Remain well versed in OVI&S packages, promotions, and specials.

• Understand and follow reservation policy pertaining to guarantees, cancellations, and no-shows and communicate them clearly to each guest.

• Creatively be able to fulfill the guest needs or suggest alternatives if necessary to allow the guests to best utilize our resort or the local area facilities in a fashion that is meaningful to them. 

• Confirm all activities planned for your guests and secure confirmation numbers or names where applicable. Record this information for final itinerary when necessary. Communicate itinerary to guest.

• Execute/Lead the team for major sales of holiday gift cards (Valentine’s Day, Mother’s Day, Christmas)

• Explain the process of purchasing gift cards online.

• Obtain department keys; ensure security of such.

• Meet with Supervisor/departing Experience Planner to review business status and follow up actions

• Act as a team player and assist other agents with their job functions to ensure optimum service to guests.

• Attempt to bring guest issues/complaints to a resolution, recognizing when it is necessary to forward call to manager/supervisor for further resolution.

• Ensure confidentiality of hotel guests. 

• Set up work station with necessary supplies; maintain cleanliness throughout shift.

• Legibly complete requisition for additional supplies/materials and submit to manager.

• Maintain updated resource materials on all vendors and information to accommodate guest requests.

• Review designated in-house guest list and be familiar with guests’ names and room locations.

• Answer department telephone within 3 rings, using correct salutations and telephone etiquette.

• Accommodate all guest requests expediently and courteously.  Follow up with designated hotel personnel to ensure completion of request.

• Place Traces for amenities and coordinate delivery of amenities to designated guest rooms in accordance with hotel standards.

• Relay accurate directions to guests’ desired destination within local area and distribute maps with highlighted routes

• Ascertain guest inquiries and demonstrate resourcefulness in providing solutions.

• Mini-Groups; Collaborate with reservation agents and manage mini-groups executing guest requests and booking activities. 

• Telephone newly registered guests 10 minutes after check-in to establish guest needs and satisfaction.  Follow up on any guest requests.

• Monitor and maintain the cleanliness of the lobby and work areas.

• Accurately post charges to guest rooms or proper PM accounts

• Assist PBX, Front Desk, Bellstand and Reservations as assigned.

• Provide guest room and hotel tours.

• Follow up on assignments given by Activity Manager

Communication:

**It’s important to let the guest know that the Experience Planner is a “one-stop shop” and can assist with all their scheduling needs. Off property recommendations can be made for activities and restaurants as well. If the Experience Planner does not know the answer, then he/she will always find out the information for the guest to eliminate transferring a call or involving too many people. This will ensure the guests’ experience is smooth and enjoyable.