Southall - Farm and Inn · 4 weeks ago
Consider It Done Specialist (Guest Experience)
Franklin, TN
Full-time
Onsite
Entry Level
1+ years expSouthall Farm & Inn is a premier destination bringing nature, produce and people together in a powerful and unique way. They are seeking a Consider It Done Specialist who will be responsible for providing personalized and proactive service to guests, ensuring a seamless experience during their stay.
Hospitality
Responsibilities
Answering phones promptly, and directing incoming calls of prospective guests, in-house guests, vendors, team members, third parties and travel agents
Responsible for providing quick, personalized and proactive service that exceeds guest expectations
Understanding what action to take when an emergency call is required; monitoring automated systems including fire alarms, telephone equipment, etc.; full awareness of health, safety, fire, and bomb-threat procedures
This role acts as a go-to problem solver – handling requests, resolving issues and coordinating with internal departments to ensure guests enjoy a seamless stay
Communicating with guests via chat, email, or phone, providing our guests with a 5-star experience and utilizing hotel systems to initiate service requests and ensure prompt follow-up
Booking Reservations for guests that will include accommodations, dining, transportation, spa and activities while maintaining the Southall standards
Monitor and review reservations prior to service to ensure proper flow of service utilizing reservation management system
Maintain and clearly communicate appropriate, site-specific knowledge regarding all resort dining outlets, spa, activities, events and room accommodations as part of the selling process
Daily tasks include, but are not limited to:
Ensuring guest profiles and reservation details are complete
Charging deposits, cancelling reservations, entering amenities as needed
Identifying VIP guests and maintaining confidentiality for each guest
Communicate guest needs to housekeeping, maintenance, front desk, In Room dining and other departments
Follow up to confirm guest satisfaction after requests or incidents
Provide recommendations, directions and assistance with hotel services and local attractions
Track and document request to ensure timely completion
Answer In room Dining calls and take orders with accuracy, attention to detail and warm hospitality
Confirm dietary restrictions, special requests and delivery times to ensure accuracy
Input orders in the POS system and communicate with kitchen and service teams
Ensure room service standards and timing guidelines are followed
Maintain knowledge of hotel policies, features and emergency procedures
Complete a thorough two-week training program and participate in monthly training sessions; being receptive to positive & constructive feedback designed to encourage growth and success
Meet or exceed monthly team and individual goals
Act as the point-of-contact for each guest, handling questions and concerns in a manner which promotes positive outcomes
Be aware of any promotional rates / packages
Qualification
Required
1+ years of customer service or sales experience in a luxury hotel or resort environment preferred
Ability to effectively communicate with customers in a friendly and positive manner, in order to solicit business, meet client needs and resolve complaints
Ability to listen, speak and write English to ascertain and respond to client needs
Must be able to work evenings, weekends and holidays
High School degree or equivalent
Company
Southall - Farm and Inn
Southall is the evolution of traditional Southern hospitality, an authentic working farm with an inn, restaurant, and spa just outside of Nashville on over 325 acres of lush and rolling hills.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase