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Host Customer Care

J o b D e s c r i p t i o n

Job Profile Title:	Host Customer Care
Job Code:	15623-1
Profile Title:	15623-1 ustomer Care-(15623)
Grade / Band:	06
FLSA Status:	Non-Exempt
As a Host of Customer Care, you will set the stage for guest experience with your welcoming smile and service. By understanding their unique stories and needs, you will own their experience to create WOW memories they will carry with them far and beyond their stay with us.

Principal Duties & Responsibilities
Assist guests with a wide variety of reservations, inquiries and/or concerns regarding their reservation(s) and experience
Anticipate guest needs and engage guests to capture all possible up-sell and cross-sell opportunities to maximize revenue, and able to explain Resort offerings
Multi-task while recording guest information into multiple reservation systems, ensuring maximum data integrity and accuracy
Secure and process advance deposits or payment in full when making reservations
Collaborate with Accommodation Managers to evaluate individual performance and make improvements where the need has been indicated
Answer escalated telephone calls and analyze the situation to determine proper course of action; decisions may include approving or denying a complimentary based on a more thorough player evaluation or collaborating with property personnel for a solution
May handle Front Desk tasks as it relates to folios, room assignments and escalated service requests

Required for All Jobs
Performs other job-related duties as requested
Proof of eligibility to work in the United States

Education
Education Level	Education Details	Required/ Preferred
High School Diploma, GED or equivalent		Required

Work Experience
Experience	Experience Details	Required/ Preferred
1+ Years of Prior Relevant Experience		Required
1+ Years of Prior Relevant Experience	Customer service experience	Preferred
1+ Years of Prior Relevant Experience	Sales experience	Preferred

Additional Requirements
Details	Required/ Preferred
Experience in a similar resort setting and/or call center environment	Preferred

Knowledge, Skills and Abilities
KSAs
Ability to communicate effectively, concisely and logically in a timely manner and at an appropriate level, while maintaining confidentiality
Able to effectively communicate in English, in both written and verbal forms
Ability to work under pressure
Perception and awareness of individual needs and the ability to handle all situations calmly and professionally
Ability to multi-task and work well in a fast paced, team-oriented environment
Basic knowledge of computer software to include Outlook, MS Word, Excel, and PowerPoint as well as office equipment, i.e. telephone, copier, fax machine
Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular attention to detail
Effective listening abilities with strong judgment skills
Ability to type 35 words per minute
Knowledge of accommodations room capacities and amenities
Excellent customer service skills and interpersonal skills to effectively communicate with all business contacts
Maintain a professional, neat and well-groomed appearance adhering to company standards

Physical Requirements
A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Physical Requirement	N/A	Rarely	Occasionally	Frequently	Constantly	Weight/ w.p.m.
Balancing	X
Bending				X
Carrying __pounds				X		40
Clear speech - simple				X
Clear speech - complex	X
Climbing				X
Crawling				X
Crouching				X
Distant vision
Driving - auto/van				X
Driving - limousine
Flexibility - upper body				X
Flexibility - lower body				X
Hearing/Listening				X
Kneeling				X
Lifting __pounds				X		5
Near vision
Normal vision				X
Pushing/Pulling				X
Reaching
Sitting				X
Standing - 5 hours minimum				X
Stooping				X
Typing __w.p.m.				X		35
Walking				X

Work Environment
While performing the duties of this job, the associate is required to work within the selected work environments.
Work Environment	N/A	Rarely	Occasionally	Frequently	Constantly
Communication - verbal				X
Communication - written				X
Confined area
Contacts - works alone				X
Contacts - works around others				X
Contacts - works with others				X
Exposure to dust / dirt
Exposure to fumes / odors
Extreme cold
Extreme heat
Fast pace				X
Hazardous conditions - Chemicals
Hazardous conditions - high structures
Hazardous conditions - high voltage
Indoors				X
Noise levels - low to moderate
Noise levels - low to high				X
Office conditions				X
Outdoors
Restricted area
Shifts				X
Smoke
__% Travel
Vibration
Wet/Humid
Live Stream/ Video Recording

Mental Requirements
While performing the duties of this job, the associate is required to work within the selected mental requirements.
Mental Requirement	N/A	Rarely	Occasionally	Frequently	Constantly
Analytical				X
Clerical				X
Comprehension				X
Crisis incidents				X
Customer service				X
Decision making				X
Fatigue
High pressure				X
Judgment				X
Long hours				X
Math skills - advance
Math skills - basic				X
Memorization				X
Organization				X
Perception				X
Reading - simple				X
Reading - complex
Repetition				X
Safety hazards	X
Tight deadlines				X
Working conditions				X
Writing - simple				X
Writing - complex