Rooms Specialist - Cloister Guest Services (Full-Time)

Sea Island, GA

Accommodation

About the position

The position coordinates with Reservations, Front Desk, and Housekeeping to ensure room readiness and availability. It involves assigning all rooms with special consideration for VIPs and special requests, ensuring higher categories of rooms are available for sale and up-selling. The role aims to maximize inventories for sell-through and increased average daily rate.

Responsibilities

• Assign all rooms to include all VIPs, special requests, group attendees guests and those with special requirements
• Liaise with Housekeeping to ensure ready rooms for all arriving guests
• Assist Front Desk team with block/room changes and communicating all changes to pertinent departments and meeting planners
• Maximizes daily rooms inventories to ensure sell-through and up-sell availability
• Be knowledgeable and be able to consistently execute all Forbes Front Desk Standards for arrival/departure
• Be fully knowledgeable and be able to consistently carry out the Resort Sales Strategy
• Maintain a thorough knowledge of current guest services, activities, dining options, shops, local attractions, and historical information regarding Sea Island and the surrounding area to answer any questions guests may have to the best of one's ability
• If applicable, complete a Guest Problem Resolutions (GPR) form on any issues (solved or unsolved issues) and follow-up on issues as needed
• Maintains cleanliness and organization in all work areas
• Uphold appropriate departmental standards of quality/timing
• Uphold and ensure compliance with all company and departmental policies and procedures
• Report all equipment problems and maintenance issues, known safety hazards, or unsafe practices and procedures to supervisor immediately
• Attends all scheduled employee meetings and brings suggestions for improvement
• Willing and timely execution of other duties as delegated by leadership
• Main point of contact for engineering to block and release rooms per the repair or preventive maintenance needs
• Primary point of contact with group planners for all rooming needs to include coordination on site and planning visits, arrival turnover, preconference meetings
• Thoroughly reviews all upcoming resumes and updates, attends and articulates any concerns at resume meetings and summarizes and updates front office team requirements of upcoming programs
• Serve as resource and coach to front office guest service agents
• Primary point of contact for travel agent programs and Amex guests

Requirements

• Prior Front Desk experience at Five Star Resort (2 years experience preferred)
• High School Diploma or equivalent credentials
• College degree preferred
• Excellent communication skills, both written and verbal
• Excellent guest service skills
• Proficient in Windows XP and Microsoft Office software applications such as Word, Excel, PowerPoint, and Outlook
• Proficiency in Opera PMS System required
• Must have ability to courteously present information to people in one-on-one and group situations
• Consistently aspires to fulfill core company values (Respect, Integrity, Passion, Teamwork, Accountability, Caring, Loyalty, & Trust)
• Exhibits the Sea Island Five-Star behavior Standards with guests, members, and co-workers efficiently and effectively
• Must be detail-oriented and able to manage competing priorities and multiple deadlines in a fast-paced environment
• Ability to easily adapt to organizational and environmental changes
• If applicable, must be flexible to working days, early mornings, evenings, weekends, and holidays
• Report to work at the scheduled time, neatly groomed and in compliance with Sea Island's Company Resort Professional Image Policy