Resort Services Representative

IHG's family of hotel brands has a powerful heritage that guests know and love, with hotels that are instantly recognized by millions around the world. From the first Bass brewery in 1777 to one of the world's leading hospitality companies, IHG's history is one of pioneering people and new ideas, built on a foundation of consistency, trust, innovation, caring and resolve.

The Resort Services Representative will serve as the primary contact and subject matter expert for owners and guests with questions or concerns pertaining to the Orange Lake Family of Resorts. In this position, the coordinators are resort liaisons and will ensure all owner and guest requests, communication and follow up between departments occurs timely and results in an exceptional experience. Additionally, the coordinators will proactively contact owners and guests to confirm satisfaction with all services and amenities during their stay and immediately resolve any opportunities communicated. In this role, the coordinators will model our values of Taking Care of our Owners and Guests, Accountability and Integrity. This team will ensure each and every interaction is aligned with our S.E.R.V.I.C.E. Standards. The resort services representatives will work closely with the Resort Managers on Duty and report specific concerns that require additional time and/or attention. Finally, each coordinator is passionate about providing a warm, welcoming and memorable experience for each owner or guest they encounter.

* Demonstrates a commitment to exceeding the expectations of our owners and guests in every interaction. * Provides an enthusiastic and welcoming greeting * Answers all guest inquiries. If unable to respond as an expert, will identify the appropriate resort personnel to assist. Clarifies need and reacts accordingly. Recognizes and initiates solutions to any concerns to the owners’ and guests’ satisfaction. * Takes ownership of each opportunity and follows through to completion * Performs follow-up calls for all opportunities reported. * Accepts accountability for self-education i.e. Orange Lake Portal, emails and resort information * Approaches each situation with poise and composure * Applies the HURT formula in dealing with difficult situations * Exercises excellent judgment and makes appropriate decisions * Tracks every incident reported appropriately * Demonstrates success building trust and lasting relationships * Performs duties with minimal supervision. * Is flexible to work outside the normal business hours when necessary to ensure smooth and successful completion of tasks. * Willingly performs other duties as assigned by supervisor and/or management. * Answer all internal/external calls, and transfers to appropriate departments. * Provide resort information to on property guests * Assist Resort Services Manager with special projects as needed. * Responsible at times for dispatching service calls to responsible departments

* Must have excellent customer service and communications skills. * Must have excellent organizational skills * Must be familiar with Microsoft Word, Excel and Outlook. * Bilingual a plus, but not necessary **Education and/or Experience:** * High school diploma or equivalent. * Prior hospitality and call center experience