Southall Experience Specialist

Join to apply for the Southall Experience Specialist role at Southall - Farm and Inn
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Southall Farm & Inn is a premier destination bringing nature, produce and people together. As a Southall Experience Specialist, you are a critical member of our Sales and Operations teams, driving revenue, meeting monthly goals, and creating personalized experiences for guests.

• Answer phones promptly, direct calls of prospective guests, in‑house guests, vendors, team members, third parties and travel agents.
• Understand what action to take when an emergency call is required; monitor automated systems including fire alarms, telephone equipment, etc.; be fully aware of health, safety, fire, and bomb‑threat procedures.
• Communicate with guests via chat, email, or phone, providing a 5‑star experience and using hotel systems to initiate service requests and ensure prompt follow‑up.
• Book reservations for guests that include accommodations, dining, transportation, spa and activities while maintaining Southall standards.
• Monitor and review reservations prior to service to ensure proper flow using the 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.
• Promoting positive guest relations by providing prompt, courteous, and efficient service.
• Complete a thorough two‑week training program and participate in monthly training sessions; be receptive to positive & constructive feedback designed to encourage growth and success.
• Meet or exceed monthly team and individual revenue and conversion goals.
• Act as the point‑of‑contact for each guest, handling questions and concerns in a manner that promotes positive outcomes.
• Be aware of any promotional rates / packages.

• 1+ years of customer service or sales experience in a luxury hotel or resort environment preferred.
• Ability to communicate effectively with customers in a friendly and positive manner, 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.

Southall Farm and Inn is committed to a diverse and inclusive workplace. Southall provides equal employment opportunities to applicants and employees and does not discriminate on the basis of age, race, color, ancestry, religion, sex, sexual orientation, gender identity or expression, transgender, national origin, status as a protected veteran, disability or any other classification protected by law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.

Seniority level:
Entry level.

Employment type:

Full‑time. Job function:
Other. Industries:
Hospitality.