Ojai Valley Inn & Spa
This is a highly unique position that will need a balance of interacting with guests and associates in person as well as behind the scenes via email and telephone communication.
Must be able to provide a 'Welcome and Cared For' experience to all by supporting and demonstrating a commitment to Ojai Valley Inn & Spa's Core Values.
Provides service to our guests executed at a consistent level in accordance with AAA Five Diamond and Forbes standards.
Position interacts with guests both pre-arrival and in-house by offering high quality assistance with customizing guest itineraries and scheduling; including but not limited to Spa, Golf, Camp, and Restaurant reservations as well as off-property activities and assisting with any special arrangements courteously and efficiently.
Detail accuracy and completeness as well as guest satisfaction is crucial in this position to create a flawless and memorable experience for our guests while extending a very unique service.
Essential:
Minimum of one (1) year experience in a customer service oriented position.
Requires prior experience handling high phone call volume.
Previous customer service training.
Proficiency in reading, writing, and speaking the English language.
Ability to perform basic arithmetic.
Warm and welcoming demeanor and exceptional phone etiquette.
Exceptional communication skills both written and verbal.
Ability to remain calm and courteous in demanding and difficult customer situations.
Ability to prioritize and organize work assignments.
Computer proficiency in MS Office (Word and Excel).
Demonstrate proficient typing skills.
Ability to work cohesively as part of a team.
Ability to promote positive relations with all individuals who approach the Discover Ojai Center in person, by telephone and email.
Ability to thrive in a fast paced environment.
Ability to focus attention to detail.
Ability to maintain confidentiality of all guest information and pertinent hotel data.
Ability to ensure security of guest room access.
Ability to perform job functions with minimal supervision.
Ability to remain stationary at assigned post for extended periods of time.
Desirable:
Ability to communicate in a second language.
Experience in hospitality industry in a similar position.
Experience with Reservations systems or programs, Opera & Resort Suites preferred.
Previous experience as a Concierge in a luxury market.
Knowledge of local attractions, services and suppliers/vendors.
ESSENTIAL JOB FUNCTIONS:
This job description in no way states or implies that these are the only duties to be performed by the Associate occupying this position.
Associates will be required to perform any other job-related duties assigned by their supervisor.
Plan, organize and anticipate future guest's needs/wants and expectations in accordance with AAA Five Diamond and Forbes 5 Star Standards.
Run an EPOR Report that pulls all incoming resort guests for future arrivals who require outreach.
Use sales strategies including upselling, cross selling to enhance the guest experience.
Contact guests via telephone or email for any last minute changes or assistance with scheduling activities.
Sell the property and activities including Spa, Golf, and Food & Beverage.
Extend Experience Planning services to all Leisure guests, Past Poor Stay/VIP (through Executive Assistant) and Group guests.
Follow-up on requests from all emails.
Make any reservations or add special notations within the guest's room reservation based on requests.
Up-sell rooms, on and off property activities, Holiday events, special events.
Provide prompt courteous service to emails and voice messages using clear verbal and written communication to ensure quality and completeness of reservations booked.
Provide guests with customized guest itineraries upon arrival.
Attend optional outings with third party vendors at your own risk.
Maintain complete knowledge of:
All hotel features/services, hours of operation.
All hotel restaurant food concepts, menu price range, dress code and ambiance.
All hotel room types, numbers/names, layout, appointments, amenities and locations.
All hotel room rates, special packages and promotions.
Daily house count and expected arrivals/departures (particularly V.
I.
P.
's).
Schedule daily group activities, names and location of meeting/banquet rooms.
Local events, attractions, holiday schedules, Holiday and group events on and off property.
Coordinate guest requests with designated vendors according to departmental standards, to include:
Room accommodations.
Airline reservations, changes, cancellations.
Transportation from hotel to airport and return.
Ground transportation; Bus, Train, Limousine, Car RentalsCar repair and servicing.
Charter flights/rentals.
Business center services/fax or telex services/mailing and delivery services.
Interpretation services.
Restaurant reservations, nightclub activities.
Dry cleaning, laundry, alterations, repairs.
Film processing.
Sporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health club facilities.
Formal wear rentals.
Flowers.
Salon appointments.
Shoe shines.
Shopping services.
Movie/theater/attraction tickets.
Sightseeing tours.
Medical services.
Religious services.
Remain well versed in resort policies, procedures and hours of operation for the various outlets.
Remain well versed in OVI&S packages, promotions, and specials.
Understand and follow reservation policy pertaining to guarantees, cancellations, and no-shows and communicate them clearly to each guest.
Creatively be able to fulfill the guest needs or suggest alternatives if necessary to allow the guests to best utilize our resort or the local area facilities in a fashion that is meaningful to them.
Confirm all activities planned for your guests and secure confirmation numbers or names where applicable.
Record this information for final itinerary when necessary.
Communicate itinerary to guest.
Assist guests purchasing gift cards online and detailing reservations accordingly.
Obtain department keys; ensure security of such.
Meet with Supervisor/departing Experience Planner to review business status and follow up actionsAct as a team player and assist other agents with their job functions to ensure optimum service to guests.
Attempt to bring guest issues/complaints to a resolution, recognizing when it is necessary to forward call to manager/supervisor for further resolution.
Ensure confidentiality of hotel guests.
Set up work station with necessary supplies; maintain cleanliness throughout shift.
Legibly complete requisition for additional supplies/materials and submit to manager.
Maintain updated resource materials on all vendors and information to accommodate guest requests.
Review designated in-house guest list and be familiar with guests' names and room locations.
Answer department telephone within 3 rings, using correct salutations and telephone etiquette.
Accommodate all guest requests expediently and courteously.
Follow up with designated hotel personnel to ensure completion of request.
Place Traces for amenities and coordinate delivery of amenities to designated guest rooms in accordance with hotel standards.
Relay accurate directions to guests' desired destination within local area and distribute maps with highlighted routesDetermine guest needs and demonstrate resourcefulness in providing solutions.
Mini-Groups; Collaborate with reservation agents and manage mini-groups executing guest requests and booking activities.
Monitor and maintain the cleanliness of the lobby and work areas.
Accurately post charges to guest rooms or proper PM accounts.
Accurately input traces in the system when arranging amenities.
Assist PBX, Front Desk, Bellstand and Reservations as assigned.
Provide guest room and hotel tours as requested.
Follow up on assignments given by Activities Manager and Director or Reservations Communication:
It's important to let the guest know that the Experience Planner is a one-stop shop and can assist with all their scheduling needs.
Off property recommendations can be made for activities and restaurants as well.
If the Experience Planner does not know the answer, then he/she will always find out the information for the guest to eliminate transferring a call or involving too many people.
This will ensure the guests' experience is smooth and enjoyable.
This position requires strong organizational, and both verbal and written communication skills.
Must be able to work well in a team enjoyment, and willing to collaborate and share the workload.
The pay for this position is $19.
50/hour.
Plus incentives.
Apply Now About the Company:
Ojai Valley Inn & Spa.
Estimated Salary: $20 to $28 per hour based on qualifications.
Must be able to provide a 'Welcome and Cared For' experience to all by supporting and demonstrating a commitment to Ojai Valley Inn & Spa's Core Values.
Provides service to our guests executed at a consistent level in accordance with AAA Five Diamond and Forbes standards.
Position interacts with guests both pre-arrival and in-house by offering high quality assistance with customizing guest itineraries and scheduling; including but not limited to Spa, Golf, Camp, and Restaurant reservations as well as off-property activities and assisting with any special arrangements courteously and efficiently.
Detail accuracy and completeness as well as guest satisfaction is crucial in this position to create a flawless and memorable experience for our guests while extending a very unique service.
Essential:
Minimum of one (1) year experience in a customer service oriented position.
Requires prior experience handling high phone call volume.
Previous customer service training.
Proficiency in reading, writing, and speaking the English language.
Ability to perform basic arithmetic.
Warm and welcoming demeanor and exceptional phone etiquette.
Exceptional communication skills both written and verbal.
Ability to remain calm and courteous in demanding and difficult customer situations.
Ability to prioritize and organize work assignments.
Computer proficiency in MS Office (Word and Excel).
Demonstrate proficient typing skills.
Ability to work cohesively as part of a team.
Ability to promote positive relations with all individuals who approach the Discover Ojai Center in person, by telephone and email.
Ability to thrive in a fast paced environment.
Ability to focus attention to detail.
Ability to maintain confidentiality of all guest information and pertinent hotel data.
Ability to ensure security of guest room access.
Ability to perform job functions with minimal supervision.
Ability to remain stationary at assigned post for extended periods of time.
Desirable:
Ability to communicate in a second language.
Experience in hospitality industry in a similar position.
Experience with Reservations systems or programs, Opera & Resort Suites preferred.
Previous experience as a Concierge in a luxury market.
Knowledge of local attractions, services and suppliers/vendors.
ESSENTIAL JOB FUNCTIONS:
This job description in no way states or implies that these are the only duties to be performed by the Associate occupying this position.
Associates will be required to perform any other job-related duties assigned by their supervisor.
Plan, organize and anticipate future guest's needs/wants and expectations in accordance with AAA Five Diamond and Forbes 5 Star Standards.
Run an EPOR Report that pulls all incoming resort guests for future arrivals who require outreach.
Use sales strategies including upselling, cross selling to enhance the guest experience.
Contact guests via telephone or email for any last minute changes or assistance with scheduling activities.
Sell the property and activities including Spa, Golf, and Food & Beverage.
Extend Experience Planning services to all Leisure guests, Past Poor Stay/VIP (through Executive Assistant) and Group guests.
Follow-up on requests from all emails.
Make any reservations or add special notations within the guest's room reservation based on requests.
Up-sell rooms, on and off property activities, Holiday events, special events.
Provide prompt courteous service to emails and voice messages using clear verbal and written communication to ensure quality and completeness of reservations booked.
Provide guests with customized guest itineraries upon arrival.
Attend optional outings with third party vendors at your own risk.
Maintain complete knowledge of:
All hotel features/services, hours of operation.
All hotel restaurant food concepts, menu price range, dress code and ambiance.
All hotel room types, numbers/names, layout, appointments, amenities and locations.
All hotel room rates, special packages and promotions.
Daily house count and expected arrivals/departures (particularly V.
I.
P.
's).
Schedule daily group activities, names and location of meeting/banquet rooms.
Local events, attractions, holiday schedules, Holiday and group events on and off property.
Coordinate guest requests with designated vendors according to departmental standards, to include:
Room accommodations.
Airline reservations, changes, cancellations.
Transportation from hotel to airport and return.
Ground transportation; Bus, Train, Limousine, Car RentalsCar repair and servicing.
Charter flights/rentals.
Business center services/fax or telex services/mailing and delivery services.
Interpretation services.
Restaurant reservations, nightclub activities.
Dry cleaning, laundry, alterations, repairs.
Film processing.
Sporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health club facilities.
Formal wear rentals.
Flowers.
Salon appointments.
Shoe shines.
Shopping services.
Movie/theater/attraction tickets.
Sightseeing tours.
Medical services.
Religious services.
Remain well versed in resort policies, procedures and hours of operation for the various outlets.
Remain well versed in OVI&S packages, promotions, and specials.
Understand and follow reservation policy pertaining to guarantees, cancellations, and no-shows and communicate them clearly to each guest.
Creatively be able to fulfill the guest needs or suggest alternatives if necessary to allow the guests to best utilize our resort or the local area facilities in a fashion that is meaningful to them.
Confirm all activities planned for your guests and secure confirmation numbers or names where applicable.
Record this information for final itinerary when necessary.
Communicate itinerary to guest.
Assist guests purchasing gift cards online and detailing reservations accordingly.
Obtain department keys; ensure security of such.
Meet with Supervisor/departing Experience Planner to review business status and follow up actionsAct as a team player and assist other agents with their job functions to ensure optimum service to guests.
Attempt to bring guest issues/complaints to a resolution, recognizing when it is necessary to forward call to manager/supervisor for further resolution.
Ensure confidentiality of hotel guests.
Set up work station with necessary supplies; maintain cleanliness throughout shift.
Legibly complete requisition for additional supplies/materials and submit to manager.
Maintain updated resource materials on all vendors and information to accommodate guest requests.
Review designated in-house guest list and be familiar with guests' names and room locations.
Answer department telephone within 3 rings, using correct salutations and telephone etiquette.
Accommodate all guest requests expediently and courteously.
Follow up with designated hotel personnel to ensure completion of request.
Place Traces for amenities and coordinate delivery of amenities to designated guest rooms in accordance with hotel standards.
Relay accurate directions to guests' desired destination within local area and distribute maps with highlighted routesDetermine guest needs and demonstrate resourcefulness in providing solutions.
Mini-Groups; Collaborate with reservation agents and manage mini-groups executing guest requests and booking activities.
Monitor and maintain the cleanliness of the lobby and work areas.
Accurately post charges to guest rooms or proper PM accounts.
Accurately input traces in the system when arranging amenities.
Assist PBX, Front Desk, Bellstand and Reservations as assigned.
Provide guest room and hotel tours as requested.
Follow up on assignments given by Activities Manager and Director or Reservations Communication:
It's important to let the guest know that the Experience Planner is a one-stop shop and can assist with all their scheduling needs.
Off property recommendations can be made for activities and restaurants as well.
If the Experience Planner does not know the answer, then he/she will always find out the information for the guest to eliminate transferring a call or involving too many people.
This will ensure the guests' experience is smooth and enjoyable.
This position requires strong organizational, and both verbal and written communication skills.
Must be able to work well in a team enjoyment, and willing to collaborate and share the workload.
The pay for this position is $19.
50/hour.
Plus incentives.
Apply Now About the Company:
Ojai Valley Inn & Spa.
Estimated Salary: $20 to $28 per hour based on qualifications.
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