Experience Concierge - Guest Services (Full Time)

The Experience Concierge is the primary sales advocate to create a comprehensive resort experience. You will promote resort services and amenities as well as connect the guest to local and authentic experiences in the community. You will facilitate the discovery of resort amenities by warmly greeting and assisting guests at the Experience Center. You will set up custom travel itineraries and make all reservations for in-house guests as well as by contacting guests prior to their arrival. You will coordinate with other departments to ensure the overall guest experience is above expectations.

• Follow Forbes standards to assist guests with exceptional verbal and written communication skills.
• Responsible for pre-arrival process to assist in designing custom itineraries prior to the guests’ arrival and during their stay.
• Using the Aspire Sales Funnel, make recommendations to create a comprehensive resort experience maximizing ancillary revenues.
• Be part of a cohesive team with a singular focus on creating the best possible guest experience.
• Demonstrate your unique personality and service style while achieving the brand standards that make us Terranea.
• Maintain the highest level of confidentiality regarding guests, associates, and proprietary information and protect company assets.
• Have an impeccable thoughtful attention to detail to ensure accuracy and efficiency.
• Embrace the Experience Center mission and vision “The Experience Concierge seamlessly create memorable moments that inspire extraordinary memories at Terranea.”

Additional Duties & Responsibilities:

• Warmly greet and assist guests at the Experience Center.
• Adhere to standards of cleanliness and appearance
• Demonstrates creativity, ingenuity and an innovative approach to exceeding guest expectations.
• Utilize the freedom to go beyond to become an expert in the local community and confidently connects guests to unforgettable experiences.
• Utilize Opera to understand guests’ needs that were communicated to reservations sales agent before making outbound calls.
• Share your personal passions and knowledge of the services and amenities available to guests to create extraordinary moments.
• Track ancillary revenue booked.
• Ensure pre-arrival surveys are addressed shared with appropriate departments and responded to.
• Create customized itineraries.
• Create reservations/appointments as requested by guests to include, but not limited to Restaurants, Spa, Golf and Resort Activities.
• Follow up on all incoming emails and voicemails.
• Answer department telephone within three rings, using correct greeting and telephone etiquette.
• Print reports and traces to ensure a satisfactory guest experience.
• Order amenities for guests who are VIP, celebrating special occasions, or as needed.
• Create personalized welcome notes.
• Provide notes and comments regarding guest stays and profile in property management system, noting special needs and requests to ensure a smooth registration upon arrival at the Front Desk.
• Ensure proper booking information and VIP status is recorded for each reservation and according to resort standards.
• Distribute VIP report daily that is accurate and meaningful.
• Resolve guest complaints, ensuring guest satisfaction.
• Keep current with all communication and departmental changes.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge at all times of:
  • all hotel features/services, hours of operation
  • local restaurants, bars, nightlife
  • transportation options and current rates
  • local vendors
  • local events/activities
  • scheduled daily group activities
  • resort activities
• Facilitate sales of Terranea gift cards, products, and activities.
• Complete “call arounds” to resort’s competitive hotels on a weekly basis to keep current on other resort offerings and pricing.
• Participate in department projects.
• Attend and participate in monthly meetings.
• Participate in Aspire sales training programs.
• Assist Reservations and Front Office teams when needed.
• Assist in recognizing and maintaining relationships with repeat guests and top producing travel agents.
• Maintain a neat, clean, and safe work environment.

• Ability to communicate, both verbally and written, effectively with guests, vendors and co-workers.
• Strong organization, motivation, and interpersonal skills.
• Critical thinking, problem solving, judgement and decision making abilities.
• Strong verbal and written communication skills. Fluent in multiple languages is highly preferred.
• Detailed oriented and strong organizational and multi-tasking skills.
• Ability to effectively cope with change, handle risk and uncertainty comfortably, ability to shift gears at a moment’s notice while being composed under pressure. Does not show frustration when dealing with upset guests or associates.
• Relates to all types of people – up, down, and sideways, inside and out the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.
• Genuinely cares about people, demonstrates real empathy and the joys and pains of others.
• Professional and appropriate business appearance and demeanor aligned with the Terranea brand, culture and grooming policy.
• Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, associates may be required to work varying schedules, including holidays and weekends to accommodate the business and demands of the property.

Experience, Education, & Licensure:

• Los Angeles Concierge Association member preferred
• High school diploma or equivalent
• Completion of College Level courses with concentration in Business or Hospitality is strongly desirable.
• Five (5) or more years’ experience in the Hospitality Industry.