Concierge - Cottage Rentals (Full-Time)

Basic Job Function:

The Cottage Rental Concierge plays an integral role in creating extraordinary experiences for guests and owners, alike. The Concierge communicates with guests to make all pre-arrival arrangements and establishes and manages relationships with various Sea Island Departments and local establishments. The Concierge works closely with guests, owners, and other cottage personnel to resolve any service issues or complaints. The Concierge communicates with owners regarding new reservations, changes to reservations, and owner reservations.

Minimum Requirements:

• High School Diploma or equivalent credentials
• Minimum one year experience in hospitality field preferred
• Excellent communication skills, both written and verbal
• Proficient in Windows XP and Microsoft Office software applications such as: Word, Excel, and Outlook
• Type 25+ wpm preferred
• Opera and Open Course experience preferred
• Valid Georgia drivers license
• Consistently aspires to fulfill our core Company values (Respect, Integrity, Passion, Teamwork, Accountability, Caring, Loyalty & Trust)
• Exhibits the Sea Island Five-Star Behavior Standards with guests, members and co-workers
• Must possess a positive attitude and have the ability to work with a variety of people and in cooperation with coworkers efficiently and effectively
• Must be detail oriented and able to manage competing priorities and multiple deadlines in a fast paced environment
• Ability to easily adapt to organizational and environmental changes
• Must be flexible to working days, early mornings, evenings, weekends, and holidays
• Report to work at the scheduled time, neatly groomed and in compliance with company Dress Code Policy

Tasks/Responsibilities:

• Contact all arriving cottage guests prior to arrival and assist with any special requests, including arranging dining and activity reservations and confirming estimated arrival times
• Contact all cottage guests after arrival to ensure satisfaction with accommodations and identify any potential areas of concerns
• Contact all cottage guests prior to departure to confirm departure time and ensure complete satisfaction with their vacation experience
• Graciously welcome cottage guests and owners, as they arrive

• Learn the names and personally recognize our regular guests and owners
• Direct and manages all telephone calls for Cottage Rentals
• Process departmental mail for Cottage Rentals
• Oversee the cottage check-in and arrival process and prepare welcome materials
• Oversee the check-out and departure process, including preparing statements and processing guest payments
• Process advance deposits, prior to guest arrival
• Handle and facilitate pre-arrival grocery requests, including at times, delivery to cottage
• Provide orientation to the cottage and assist with luggage, when requested
• Update the Guest History Database with guest preferences and report guest information
• Assist owners and guests by making knowledgeable recommendations and, as requested, follow-up with reservations and confirmation of a variety of services, including but not limited to: transportation, sightseeing tour information, dining, activities, and all services provided resort wide
• Work with all resort departments to maintain maximum rapport and open communication channels to anticipate and satisfy member and guest needs and demands
• Provide departing owners and members with a genuine thank you and invitation to allow us to serve them again
• Act to solve guest issues or complaints through the appropriate departments and consistently follow-up with guests to ensure proper actions and responses have been received
• Stock and organize front office area
• Run various daily reports, including: arrivals, departures, and no-shows
• Outbound call past cottage guests to rebook for future years
• Maintain a thorough knowledge of current guest services, activities, dining options, shops, local attractions, and historical information regarding Sea Island and the surrounding area to answer any questions guests may have to the best of one’s ability
• If applicable, complete a Guest Problem Resolutions (GPR) form on any issues (solved or unsolved issues) and follow-up on issues as needed (if computer access is not available give information to admin support)
• Maintains cleanliness and organization in all work areas
• Uphold appropriate departmental standards of quality/timing
• Uphold and ensure compliance with all company and departmental policies and procedures
• Report all equipment problems and maintenance issues, known safety hazards, or unsafe practices and procedures to supervisor immediately
• Attends all scheduled employee meetings and brings suggestions for improvement
• Willing and timely execution of other duties as delegated by leadership

Physical Requirements:

• Ability to kneel, crouch, squat, climb, stand, sit, balance, reach, bend, push, pull and walk for prolonged periods
• If applicable, must have the ability to work for extended time periods in an outdoor environment, including sun, heat, cold, wind, rain, and higher than normal noise levels
• Ability to perform repetitive tasks with accuracy
• Ability to lift, carry, pull and push up to 25 lbs intermittently throughout a shift
• Ability to read, write and communicate effectively in English, both written and verbal
• May be exposed to mechanical, electrical, chemical and fume hazards
• Ability to maintain compliance with Sea Island’s Company Resort Professional Image Policy