Southall Experience Specialist - Southall

Position: Southall Experience Specialist
Reports to: Director of Reservations and Revenue
Job Type: Full-Time, Non-Exempt

Southall Farm & Inn is a premier destination bringing nature, produce and people together in a powerful and unique way. At Southall, our Southall Experience Specialists are a critical part of our Sales and Operations teams. Each Experience Specialist will be responsible for driving revenue through meeting monthly team and individual goals and anticipating guest needs and desires to create a unique, personalized experiences. The ideal candidate will be self-motivated and consistent with an appetite for growth and a desire to learn.

Responsibilities

• Answering phones promptly, and directing incoming calls of prospective guests, in-house guests, vendors, team members, third parties and travel agents.
• Understanding what action to take when an emergency call is required; monitoring automated systems including fire alarms, telephone equipment, etc.; full awareness of health, safety, fire, and bomb-threat procedures.
• Communicating with guests via chat, email, or phone, providing our guests with a 5-star experience and utilizing hotel systems to initiate service requests and ensure prompt follow-up.
• Booking Reservations for guests that will include accommodations, dining, transportation, spa and activities while maintaining the Southall standards.
• Monitor and review reservations prior to service to ensure proper flow of service utilizing reservation management system.
• Maintain and clearly communicate appropriate, site-specific knowledge regarding all resort dining outlets, spa, activities, events and room accommodations as part of the selling process. Daily tasks include, but are not limited to:
• Ensuring guest profiles and reservation details are complete.
• Charging deposits, cancelling reservations, entering amenities as needed.
• Identifying VIP guests and maintaining confidentiality for each guest.
• Promoting positive guest relations by providing prompt, courteous, and efficient service
• Complete a thorough two-week training program and participate in monthly training sessions; being receptive to positive & constructive feedback designed to encourage growth and success.
• Meet or exceed monthly team and individual revenue and conversion goals.
• Act as the point-of-contact for each guest, handling questions and concerns in a manner which promotes positive outcomes.
• Be aware of any promotional rates / packages.

Skills and Experience

• 1+ years of customer service or sales experience in a luxury hotel or resort environment preferred.
• Ability to effectively communicate with customers in a friendly and positive manner, in order to solicit business, meet client needs and resolve complaints.
• Ability to listen, speak and write English to ascertain and respond to client needs.
• Must be able to work evenings, weekends and holidays.

Education & Requirements

• High School degree or equivalent

Southall Farm and Inn is committed to a diverse and inclusive workplace. Southall provides equal employment opportunities to applicants and employees and does not discriminate on the basis of age, race, color, ancestry, religion, sex, sexual orientation, gender identity or expression, transgender, national origin, status as a protected veteran, disability or any other classification protected by law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.