Job Description

WE ARE:

Timbers Resorts is a developer and operator of exceptional boutique hotels, residence clubs and resort communities located in some of the most sought-after destinations in the world. Timbers Resorts is always looking for dynamic, driven people to join our team. We are passionate about exposing our Owners and guests to some of the most sought-after places on earth, and creating unparalleled experiences for families to make memories

YOU ARE:

An inspired, driven individual who believes in providing outstanding customer experiences and comes to work energized and ready to carry that spirit throughout the day.  You truly appreciate the opportunity to work with people who encourage, challenge, and support one another to be their best.

SUMMARY:

Responsible for assisting residence club owners and visitors with dining reservations and recommendations, coordinating transportation, and recommendations/assistance with tickets for recreational activities, and assisting with check in and out of residences in a courteous and professional manner while exceeding the high standards of the resort.

ESSENTIAL FUNCTIONS:

Essential functions as defined are ILLUSTRATIVE ONLY and not a comprehensive listing of all functions and duties performed by incumbents within this classification. Essential duties and responsibilities may include, but are not limited to, the following:

  • Be yourself and care genuinely about each interaction you have. Nothing is more important than the moment you are in with each owner/guest.
  • The Lead Concierge will always use owners/members/guests’ names when meeting, answering questions, making deliveries, greeting, or assisting owners/members/guests in anyway.
  • Answer telephones with enthusiasm. Understand the telephone system and be able to transfer calls/deal with situations as they arise.
  • Be proficient in guest services operations the concierge role and ability to train staff.
  • Understand the Exclusive Resort Concierge role and able to respond to ER guest emails as well as input ER guest reservations.
  • Be proficient with Night Audit position tasks and prepared to assume coverage for that role in the event of need.
  • Know the PBX role and able to perform all duties associated with this position.
  • Must always speak and carry yourself in a professional manner.
  • Perform Check in and Check out services efficiently.
  • Make reservations for activities/transportation/dining requests/or owner, member, and guest needs.
  • Have knowledge of itineraries given to owners and guests for activities.
  • Understand guest folios and follow up with team that all RGT/HSK postings are accurate.
  • Be able to record and log information timely and accurately.
  • Go over guest folios for Credit exceeding and COWB and work with team to resolve.
  • Understand HSK postings and able to reconcile.
  • Be able to communicate efficiently with each department and follow each department’s rules and procedures.
  • Use and understand the computer system for concierge reservations, reports, billing, emailing and activity scheduling.
  • Prepare arrival and departure reports and arrival packet information for guest visits.
  • Be detail orientated and follow through or complete each task set or started.
  • Have knowledge of all other Timbers Properties, the Reciprocity Program, and the Timbers Collection.
  • Assist Club Service Attendant staff as needed with valet, deliveries and assisting other departments as needed.
  • Have knowledge of acceptable restaurants and activities to recommend to our owners and guests.
  • Use and understand the computer system for concierge reservations, reports, billing, emailing and activity scheduling.
  • Must thrive on multi-tasking.
  • Must be able to effectively tour guests through the building and residences, pointing out and explaining amenities and other commercial businesses within the property.
  • Prepare arrival and departure reports and arrival packet information for guest visits.
  • Must be able to effectively explain on site amenities and Hualani’s
  • Must be able to read fire/emergency panel and remain calm under pressure or in the face of an emergency.
  • Maintain general cleanliness throughout lobby and entryway and members gathering area; Notify housekeeping to vacuum carpets, clean windows, dust, etc. when needed.
  • Other duties as assigned.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and must thrive on multi-tasking. The requirements listed below are representative of the knowledge and/or skill required.

Education and Experience:

  • Prior experience in customer service
  • Policies and procedures of the department
  • Customer service principles and practices
  • Correct business English, including spelling, grammar, and punctuation.

Required Knowledge and Skills

  • Principles, practices, and techniques of the hospitality industry.
  • Computer software applications including standard to industry.
  • Policies and procedures of the department.
  • Customer service principles and practices.
  • Proper business English, including spelling, grammar, and punctuation.
  • Techniques for dealing with a variety of individuals from various socio-economic, ethnic, and cultural backgrounds, in person and over the telephone.
  • Area amenities, activities, and events.

Education and Experience:

  • High School Diploma/GED; AND two (2) years of hospitality experience; OR an equivalent combination of education, training, and experience.                                                                                                   

PHYSICAL/MENTAL REQUIREMENTS:

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing duties of this job, the associate is regularly required to stand and/or sit for extended periods of time; vision to read printed materials and computer screen; dexterity to utilize computer equipment; hearing and speech to communicate in person or over the phone.  The associate must regularly lift and/or move up to 10 pounds, occasionally lift and/or move up 50 lbs. with assistance.

Timbers Resorts International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Timbers Resorts International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.