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SalaryPeople want to work with a person, not a company. PCH is a community of people; associates, guests and ownerships. It is a relationship, built upon common purpose and values. It’s more than a job, a guest experience, or a business investment. Together, we are making a difference in people’s lives. ~Tony Davis, President
Detailed Job Summary
- Exhibit exceptional phone etiquette, promptly answering calls with a friendly and professional demeanor to ensure effective communication with guests.
- Log guest requests accurately and efficiently, paying meticulous attention to detail and gathering all necessary information for prompt resolution.
- Take ownership of each guest issue, providing quick and satisfactory resolutions while consistently exceeding their expectations.
- Proactively engage with guests, anticipating their needs and offering additional services or upsells to enhance their stay.
- Possess extensive knowledge of room service menus, local attractions, resort outlets, amenities, and features, including the Robert Trent Jones Golf Trail and other PCH Hotels, to offer comprehensive assistance to guests.
- Utilize various technical skills, including proficiency in Property Management Systems (PMS), guest area operations, Food & Beverage post terminals, and PBX switchboard consoles, to efficiently handle guest inquiries and facilitate seamless operations.
- Exhibit excellent multitasking abilities and problem-solving skills to address multiple guest inquiries and resolve issues promptly and efficiently.
- Familiarize guests with the hotel and its services, including the operating hours of all departments within the hotel and the surrounding areas, to provide a well-informed and convenient experience.
- Act as a hotel ambassador, promoting various amenities, restaurants, lounges, gift shops, and services, enhancing the overall guest experience.
- Understand and explain various payment options and procedures related to room service, ensuring a smooth and hassle-free experience for guests during their stay.
- Adhere diligently to the hotel's credit policy and procedures, accurately processing transactions and maintaining financial integrity.
- Provide accurate directions and information to guests, assisting them in navigating the hotel premises and local area effectively.
- Record all customer complaints in the guest response program, ensuring thorough documentation and proactive follow-up to prevent future issues.
- Continuously strive to offer the best service to guests, actively seeking ways to improve and enhance their experience during their stay.
Our Benefits Include:
Comprehensive Health Insurance – Medical, Dental, Vision, as well as Voluntary Benefits including Short Term/Long Term Disability and Supplemental Life Insurance
401K with Company Match
Employer Paid Life Insurance
Complimentary Employee Assistance Program
Paid Time Off to include Vacation, Personal, Sick, & Holidays
Discounted Hotel, Spa, Golf, Retail, and Food & Beverage
Tuition Reimbursement Program
PCH University & Professional Development Series
Associate Referral Program
Our Culture:
Our team embodies service that spans beyond typical hospitality. Both warm and authentic, we are a team committed to excellence. Our benchmark is our genuine care for others. For this reason, we love coming to work to create new experiences every day. The secret sauce to our successful recipe: Put people first.
We celebrate our places. We encourage independent thinkers who fill their workspaces and properties with joy. PCH Hotels & Resorts creates experiences, connections and traditions through generations of storytellers.
PCH Hotels & Resorts brings the heart and soul to hospitality. Our core values are the foundation of everything we do!
You belong here. Join the PCH Hotels & Resorts family, where we put people first.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
