Member Concierge & Guest Services

Position will answer questions and make reservations in a courteous and efficient manner for internal and external customers relating to any Reynolds Lake Oconee amenity or activity. Deliver exemplary service to external customers from check-in to check-out.

DUTIES & RESPONSIBILITIES:

• Knowledgeable of RLO, its history, and able to provide directions/information to all internal/external customers.


• Answer and accurately document all calls for reservations and inquiries pertaining to Reynolds Lake Oconee in a professional and courteous manner while documenting the caller’s request.


• Review and familiarize yourself with all activities/events taking place on property and in the local community.


• Make and confirm all reservations including tee times, dining, pontoons, shuttle, lodging, tennis, recreation, fitness, & member events.


• Cover Corporate Front Desk shifts as scheduled & assist with Corporate Front Desk duties during coverage.


• Primary contact and reservationist for Sales Agents & Lifestyle Package inquiries.


• Interface with Ritz Carlton reservation staff to confirm reservations & track available Lifestyle Package rooms.


• Check Departmental & Personal email and return messages promptly.


• Check/Update the Golf Cancellation Policy daily on the Golf Course Status page.  


• Communicate with entire team pertinent information provided directly to you.


• Audit reservation systems to ensure correct bookings for members and guests.


• Monitor all event waitlists for the opportunity to accommodate.


• Notify Management if anything seems amiss with system set-ups for tee times and reservations.


• Stand and greet guests arriving/departing Reynolds Lake Oconee upon entrance and departure of the building.


• Process arrivals and offer beverage to guests while they wait.


• Complete daily checklists per scheduled shift.


• Contact housekeeping and/or maintenance staff with guest related requests and concerns.


• Log any maintenance concerns and provide service recovery to guests.


• Process departures, ensuring that all billing amounts and information are correct.  


• Complete daily reservation Audit Report for Accounting.


• Take inventory of office supplies & maintain a clean & well-stocked coffee station throughout the day.


• Ensure interior office is closed and locked securely upon end of each day.


• Perform other duties as directed by Management.

QUALIFICATIONS/REQUIREMENTS/EXPERIENCE/EDUCATION:

• 2 years office-related & customer service experience.


• Knowledge of the hospitality industry is preferred.


• Intermediate computer skills using Microsoft Word & Excel.


• Must be well organized, detail-oriented, and ability to multitask between several software applications simultaneously.


• Must possess a pleasant speaking voice and skills of diplomacy & tact while dealing with callers & guests.


• Ability to handle multiple calls while maintaining a calm demeanor.


• Job requires the ability to work weekends & holidays. Flexible scheduling is mandatory due to 365 days of operation.


• Ability to lift up to 50lbs.


• Job requires sitting at desk (70%) and standing & greeting (30%).

Benefits:

• Dental insurance  


• 401(k) with company match 


• Employee discounts: food, retail merchandise, boat rentals


• Golf privileges