Resort Operator - BeeHive

Auberge Collection • Napa, CA

5d

About The Position

Join our team as a Resort Operator and become part of the Auberge Family. As part of the Auberge family, we are looking for a service-driven hospitality professional who will serve as the voice of the resort, creating meaningful connections with guests and team members through every interaction. This role is responsible for managing incoming calls, coordinating guest requests, and providing timely and thoughtful support across the property.
Please note that this is not an exhaustive list of everything that needs to be done. Within the Auberge family, our people always find new ways to look after the business, their guests, and their teammates. Within this, the key responsibilities for this position are:
Provide timely and accurate responses to guest inquiries, concerns, and requests via phone, email, or chat, demonstrating empathy and professionalism in every interaction
Effectively troubleshoot and resolve customer issues, escalating complex cases to higher-level support as needed and ensuring satisfactory resolution.
Accurately document customer interactions, including notes on inquiries, resolutions, and follow-up actions, in the property's CRM system or database.
Maintain a comprehensive understanding of the company's products or services, as well as relevant policies and procedures, to provide accurate information and assistance to customers.
Meet or exceed performance metrics such as call handling time, guest satisfaction scores, and resolution rates, while adhering to company policies and service standards.

Requirements

• Excellent communication skills, both verbal and written.
• Customer service experience or related background.
• Proficiency in using call center software and CRM systems.

Responsibilities

• Provide timely and accurate responses to guest inquiries, concerns, and requests via phone, email, or chat, demonstrating empathy and professionalism in every interaction
• Effectively troubleshoot and resolve customer issues, escalating complex cases to higher-level support as needed and ensuring satisfactory resolution.
• Accurately document customer interactions, including notes on inquiries, resolutions, and follow-up actions, in the property's CRM system or database.
• Maintain a comprehensive understanding of the company's products or services, as well as relevant policies and procedures, to provide accurate information and assistance to customers.
• Meet or exceed performance metrics such as call handling time, guest satisfaction scores, and resolution rates, while adhering to company policies and service standards.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed