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About this job

This position assures the highest level of customer service, as the guests' first point of contact. It is responsible for ensuring the guests are given all reserved items and addressing all the clients concerns. It coordinates front desk activities to assure that guests requests are handled in a timely manner, by ensuring requests are directed to the appropriate department. In addition, this position is responsible for quality assurance. It inspects all Vantage Resort Realty (Vantage) units prior to guests' arrivals to ensure the highest standards have been met,- making certain all items in the unit are in working order and housekeeping standards have been attained. It guarantees the Property Care Manager is abreast of all issues that require coordination of immediate actions. It communicates whenever possible, with the guests to ensure complete satisfaction and address any concerns.

Position Goals and Responsibilities:

* This position is responsible for establishing a high standard of Customer Service for all clients, creating a perception of approachability and a welcoming environment:
o Process guests check-ins/check-outs
o Confirm online reservations with guests
o Ensure all Guest Lodging Agreements are returned within 10 days, including contacting clients with outstanding agreements
o Deliver "WOW!" to all guests,- whether its arranging for a bottle of champagne in their room or supplying a gift basket for a special anniversary, surprise the guest and make their vacation with Vantage special
o Demonstrate and promote a strong commitment to providing the best possible experience for all guests
o Sell the value of Vantage Resort Realty (Vantage) to all inquiries, via telephone and in-person
o Responsible for thorough understanding and effective performance of Vantage's Client Management Database
o Respond to all guests requests and follow through to assure as satisfactory outcome and compliance
o Offer guests assistance when needed and possible

* Monitors quality to ensure all units meet brand standards prior to guests arrival,- establishing a superior standard of excellence and exceptional service, setting the expectations for future visits:
o Perform 2 inspections per unit to check the following:
 Initial Inspection:
* Inspect property after each guest visit for loss and damage
* Check all appliances in assigned units to ensure they are in working order, to include: all kitchen appliances; televisions; washer/dryer; and A/C unit
* Confirm all beds have a mattress pad installed, replace missing pads, and replace damaged pads
 Final Inspection:
* Ensure unit has been cleaned according to brand standards
* Confirm all linens have been installed in the unit, and linens from the parting guest have been retrieved
* Deliver guest gift bag
o Notify Property Care Manager of all immediate concerns that may impede the guest's stay
o Replace air filters in scheduled units
o Ensure all lights are working properly; replace light bulbs, as needed
o Greet guests as they arrive at the unit, confirming the unit is as expected, when applicable
o Air Conditioner has been set to the standard temperature
o Confirm the following:
 Dishwasher has been emptied; all dishes have been cleaned and placed in the cabinets
 Refrigerator has been emptied and cleaned; Refrigerator/Freezer are set to the appropriate temperatures
 All articles have been removed from the washer/dryer

* Provide a variety of administrative and miscellaneous support to the Vantage team to ensure a successful season and promote client and guest retention:
o Maintain an organized work area, ensuring the lobby and Front Desk area are cleaned daily
o Use downtime to monitor property updates on all applicable websites
o Assist Vantage team whenever possible with guest/client concerns
o Prepare guest gift bags


Qualifications:

To be considered for this position all candidates must have the following:
* High School Diploma
* Valid Driver's License and reliable transportation
* Experience in Hospitality and or Customer Service, preferred
* Must be proficient in Microsoft Suite, additional computer skills a plus
* Must have a cellular phone, preferably with a camera

Applicant MUST have the following skills:
* Strong listening, oral, and written communication skills
* Analytical thinking and problem solving
* Ability to develop professional relationships with clients, establishing trust
* Acute sense of urgency, with strong time management skill
* Ability to prioritize and multi-task
* Ability to climb stairs and use a ladder
* Capable of working outdoors and in high temperatures