Leisure Services Agent-Sales-Full Time

Pinehurst•Pinehurst, NC

4d•Onsite

About The Position

The Assistant Director of Leisure Services plays a vital role in the leadership of the Leisure Sales & Services department. Responsible for the day-to-day operations of the Leisure Services team, this position helps define and create the luxury guest experience customers expect when reserving their stay at Pinehurst through intentional touch points 90 days and 30 days prior to arrival. These touch points are designed to increase revenue, align Pinehurst’s services with our customers’ expectations and ensure we have all the available data to communicate with our guests throughout the customer journey to include pre-arrival, on-property and post-stay. This position directly supervises 10-15 employees between HPSC & remote offices.

Requirements

Bachelor's degree and a minimum of 3 years’ related experience; or an equivalent combination of education and experience.
Previous resort/hotel and Property Management system experience required.
Strong working knowledge of Agilysys operating systems (Versa experience highly preferred).
Excellent communication, leadership, organization, upselling, time-management and interpersonal skills.
Strong organizational and time-management skills.
Commitment to delivering a world-class guest experience aligned with the Pinehurst Resort standard of excellence.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Nice To Haves

Revenue Management experience preferred.

Responsibilities

Manage day-to-day operations of the Leisure Services & Group Reservations staff with an emphasis on enhancing the guest experience through proactive guest interaction & communication
Establish and maintain SOP’s & training program for Leisure Services agents.
Conduct monthly one-on-ones with direct reports, review scorecards, areas of strength and strategies for improvement.
Collaborate with the Supervisors to identify and conduct additional areas of individualized training to help team members achieve their benchmark goals.
Communicate guest expectations and needs through detailed comments and assigned tasks attached to the guest reservation.
Audit leisure services inbound and outbound calls weekly through Revinate to focus on data accuracy, quality communication and upselling skills.
Monitor daily call reports to provide recommendations for proper staffing of Leisure Services & Group Reservation Coordinators based on inbound existing reservation calls & spa calls.
Interview & hire open positions.
Co-lead huddles two days per week focused on improving processes, open communication and team recognition.
Lead monthly leisure services team meetings focused on upselling, data capture and centered on excellent guest service.
Focus on increasing NPS scores & guest experience.
Handles guest inquiries and post survey comments needing manager's assistance related to services.
Implement and track upselling competitions amongst the team on as needed basis
Act as a liaison between Leisure Services and other departments to ensure increased guest experience leading to higher repeat guests.
Assist as back-up on phones during high call volume periods as needed.
Able to work flexible hours as needed including evenings and weekends 50+ hours per week as needed including weekend leader coverage monthly.
Proficient with systems including Versa, Agilysys Golf, Agilysys Spa, Reserve dining, Revinate, Microsoft Office programs including Teams.