Guest Services Representative @ Polo Towers

JOB SUMMARY Under supervision, the Guest Services Representative is responsible for proving the highest level of guest satisfaction while handling all incoming telephone calls by screening, transferring, and answering in a professional, timely, and efficient manner. ESSENTIAL JOB FUNCTIONS Create, confirm, and cancel reservations for members, owners, and guests. Enters correct booking information required for a reservation. Verify guest name, address, phone number, email and account numbers accurately and efficiently. Ensure proper standards of hospitality are provided to all guests and visitors on property and/or via telephone. Communicate with other departments for special requests or needs. Ensure all pending arrival information is accurate (i.e. check rates and prepare upcoming arrival packets with necessary materials and information). Answer and direct incoming telephone calls in an accurate, efficient and professional manner. Responsible for counting owner usage. Responsible for updating Exchange reservation information. Conducts pre-arrival calls, as directed. Log, deliver, and monitor wake-up call requests. Enter service request tickets, dispatch housekeepers and engineers using radios, and follow up with guest to ensure satisfaction within established time frames. Post charges as received through other departments (i.e. fitness center, housekeeping, logo shop, and laundry). Communicate with all internal departments including PBX, Housekeeping, Engineering and Security, as needed, via telephone and email. Complete special projects, stocking, listing items to be ordered, and daily bucket checks. May be required to perform functions of front desk agent, including check in and check out. Completes all required Company trainings and compliance courses as assigned. Adheres to Company standards and maintains compliance with all policies and procedures. Performs other related duties as assigned. EDUCATION High School Diploma or equivalent. EXPERIENCE No prior experience or training required. No supervisory experience required. SUPERVISORY RESPONSIBILITIES This position does not include any supervisory responsibilities. LICENSE & CERTIFICATIONS This position does not require any licenses or certifications. SKILLS & ABILITIES This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers. Specific skills and abilities include, but are not limited to the following: Computer proficiency in Microsoft Word, Excel and Outlook. Excellent customer service skills. Proficient in time management; the ability to organize and manage multiple priorities. Ability to take initiative and effectively adapt to changes. Recognizes an emergency situation and takes appropriate action. Able to establish and maintain a cooperative working relation. Ability to interpret and create spreadsheets. Able to use sound judgment; work independently, with minimal supervision. Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes. Competent in public speaking. Performs well with frequent interruptions and/or distractions. ADDITIONAL INFORMATION Please note that Hilton Grand Vacations (HGV) acquired Diamond Resorts International (DRI) as of August 02, 2021. If you apply to work at a Diamond Resorts company you will be an applicant of a subsidiary of HGV. A transition to HGV will occur as we integrate technology, systems and branding but it will take time until our separate operating systems, employment policies and benefits are fully integrated. As a result, for a period of time, employees will receive correspondence and messaging from Diamond Resorts as well as from HGV and related entities.

Created: 2021-11-29