Guest Journey Representative - Murrieta Hot Springs Resort

Job Description

Position Summary:

The Guest Journey Representative answers all guest inquiries/questions about the property via phone, email or in person; and makes all reservations for the hotel, restaurant and Spa in a friendly and efficient manner.

Core Responsibilities:

• Answer all external and internal phone calls. Take messages and transfer calls to the correct areas throughout the property.
• Make reservations for all future guests for the hotel, restaurant, and spa, using up-selling techniques to maximize revenue. Understand the selling strategy for the hotel by knowing the status of room inventory and follow it closely to ensure the reservations are accepted for the correct rates and dates.
• Sell hotel rooms to maximize transient room revenue using up-selling and yield management techniques per company policy.
• Educate incoming guests of hotel amenities and services available to them during their stay. Inform guests of the variety of entertainment and restaurant venues in the local community, offering value to their stay.
• Take and input all in-room dining orders, using up-selling techniques to maximize revenues.
• Take and input all reservations for the Spa, using up-selling techniques to maximize revenues.
• Dispatch all guest requests using the designated program to the proper departments. Follow up with the department and/or guest to endure the completion of the request.
• Process all changes and cancellations for group reservations. Prepare group guest lists prior to arrival.
• Anticipate guest needs, respond promptly, and acknowledge all guests, maintaining positive guest relations at all times.
• Resolve guest complaints, enduring guest satisfaction in each interaction.
• Promptly, accurately and efficiently know how and where to post all charges.
• Have complete working knowledge of Front Office computer or manual system, including all daily transactions and those which are not performed often.
• Have knowledge of hotel property, hotel staff and hotel services, with hours of operation. Give clear directions to the resort facilities for inquiring guests.
• Efficiently operate PBX and accurately connect incoming calls in a professional and efficient manner. All calls should be answered by the third ring.
• Work in a cooperative and friendly manner with fellow associates.
• Practice a culture of guest service in all you do; promote courtesy, good will and a positive attitude in each and every encounter.
• Perform any reasonable request as assigned or directed by management.

Knowledge, Skills, and Competencies:

• High work ethic and self-initiative.
• Proven experience with strong customer service skills, including ability to be resourceful and creative.
• Regular attendance according to established guidelines.
• Maye be required to work varying schedules to reflect the business needs of the property.
• Focus and maintain attention to tasks, and complete work assignments on time despite frequent interruptions.
• Use arithmetic to accurately check totals and make correct change.
• Efficiently and accurately operate a computer.
• Ability to maintain excellent relationships with staff and maintain staff and guest confidentiality at all times.

Physical Requirements:

• Stand, sit and walk for varying lengths of time, often long periods of time.
• Lift approximately fifty (50) pounds of luggage or supplies on and off a cart, using safe lifting techniques.
• Good communication skills, both written and verbal, with guests and associates, including the ability to give directions, instructions, information, answer questions and provide service required.
• Grasping, writing, standing, sitting, walking, repetitive motions, pulling, pushing, listening, and hearing ability and visual ability.
• Assist with directing evacuations in an emergency.

Pay: $

Location Description

39405 Murrieta Springs Road, Murrieta, California 92563 We invite you to experience the mineral-rich water for relaxation, reflection, and renewal at our Southern California resort. Our beautiful accommodations offer a peaceful one-of-a-kind Southern California experience and hot spring respite to restore your well-being. Discover everything you need for a perfect getaway, including dozens of soaking pools, unique wellness activities and offerings, spa treatments to complement your health restoration, and fresh and intentional dining options.

Requirements

We care for the enhanced Vitality of all, which starts with our employees. Whether you are seeking career growth, stability, the ability to have an impact, or the opportunity to work in an oasis daily, join us for the opportunity to be inspired, empowered, and revitalized. Let the benefits soak in! At Murrieta Hot Springs Resort, our Guest Journey Representative cultivates rejuvenating, memorable experiences through attention to detail, quality, and care. Are you ready to expand your career in an oasis where your contributions are recognized and appreciated—where your Vitality is cared for?