Guest Experience Specialist-Carolina-Full Time

CULTURE:

Join a team that's been welcoming guests for more than a century. At Pinehurst our Culture is critical to delivering a consistent guest, member and employee experience. Our Purpose is, “As the Cradle of American Golf, we honor timeless traditions and inspire legendary stories, one smile, one round, one moment at a time.” Our Values are; Genuine Hospitality, Be Trustworthy, Good Stewards and Inspired Innovation. If you’re seeking a heartfelt workplace then Pinehurst is the place for you. Every role contributes to upholding our treasured culture, performs their job duties consistently and handles other job duties as assigned in our ever-changing environment.


SUMMARY:
The primary purpose of this position is to serve as a specialized customer service representative for guests of Pinehurst Resort. All duties are to be performed in accordance with the direction and goals determined by the Front Office Management Team and Pinehurst Resort.

EDUCATION and/or EXPERIENCE:
Associate's degree and a minimum of six months related experience; or an equivalent combination of education and experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Have knowledge, promote and explain resort packages and policies
• Keep and develop a supply of daily activity sheets, children's programs, maps, etc.
• Assist guests with on property items such as golf clubs, umbrellas, BMW’s, personal items, etc.
• Respond to all guest concerns immediately
• Review resumes and site visits for relevant information
• Review incoming arrivals and prepare for VIP & returning guests
• Create reports and templates for multiple departments to identify special guests and their needs
• Provide personalized meet and greet services to special guests
• Assign rooms daily and weekly for VIP’s, social and corporate groups and site visit guests
• Oversee daily, weekly and monthly room availability control; Maintaining proper building and bedding assignments
• Obtain and schedule recreation activities and other recreation needs
• Order flowers, food and retail items couples with welcome notes and other amenities for VIP and special guests.
• Schedule appointments, tee times and dining reservations for guests internally or externally.
• Assist with reservations at hotels, restaurants, airlines and other facilities
• Provide information to guests on resort amenities and surrounding areas of interest and offer maps and directions.
• Maintain a courteous and professional attitude toward members, resort guests and employee partners
• Assist guests in sending and receiving packages or golf clubs.
• Generate two way communication with guests, before, during and after their stay by Phone, Text, Email and Mail correspondence.
• Responsible for being a team player within the Resort
• Attendance at all regularly scheduled meetings, committee functions and special event meetings as needed.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.


Pinehurst, LLC reserves the right to transfer any Employee from his/her current job assignment or location to another job assignment or location as needed, either on a temporary or regular basis.