Job Description

Join the team at The Grove Resort & Water Park Orlando, located six miles from Walt Disney World® Theme Parks! Our resort offers 787 condo-style rooms, complimentary access to the award-winning Surfari Water Park, daily transportation to top attractions, and serene activities at Lake Austin Pier. Guests enjoy dining at Valencia, Longboard, and Alfresco Market.

Our newest addition, The Terraces at The Grove, is a modern retreat with 160 stylish rooms, a private pool, cabanas, and more. Join a collaborative team with exciting career growth opportunities in Orlando’s vibrant hospitality industry. Make every day extraordinary!

SPIRE Hospitality is a management company specializing in creating memorable guest experiences and delivering best-in-class service at our hotels and resorts across the country. We ensure you have the support, tools and opportunities you need to get the job done, grow as an individual, and excel in your hospitality career.

We offer a comprehensive full-time benefits package consisting of EARLY PAY OR EARNED WAGE ACCESS get paid before payday, medical, dental, vision, pet discount program, identity theft protection, pre-paid legal support, flexible spending accounts, matched 401K, life, critical accident or illness, short- & long-term disability, paid time off, wellness programs, wonderful hotel discounts and much more!

In this role, you'll warmly welcome guests and provide exceptional service by managing incoming calls through the PBX system. As an At Your Service Operator, you'll be responsible for ensuring seamless communication between guests and various departments, delivering accurate information, and responding to requests promptly and professionally. Your dedication will help create remarkable guest experiences, ensuring that every interaction leaves a lasting impression. You will play a vital role in facilitating smooth operations, supporting the front desk, and contributing to the overall guest satisfaction during their stay.

Essential Job Functions:

• Telephone Operations: Manage all incoming and outgoing calls through the Private Branch Exchange (PBX) system.
• Answer calls promptly, professionally, and in a friendly manner, adhering to the resort's communication standards.
• Professionally manage incoming phone calls, chats, and emails, directing inquiries to the appropriate departments or providing accurate information as required
• Call Routing: Direct calls to the appropriate resort departments or personnel, including front desk, housekeeping, concierge, and room service, while maintaining accuracy in routing.
• Guest Assistance: Assist guests with inquiries, room service orders, wake-up calls, and other requests promptly, ensuring guest satisfaction and meeting their needs.
• Internal Communication: Facilitate internal communication between resort departments and Team Members, efficiently relaying messages and requests.
• Emergency Response: Follow established protocols to handle emergency calls and promptly notify relevant personnel, including security and management, when necessary.
• Multitasking: Demonstrate the ability to handle multiple calls simultaneously and manage busy call periods effectively.
• Record Keeping: Maintain accurate records of call logs, messages, and any relevant information using the resort's communication tools and software.

Physical Demands:

• Ability to lift, carry, push or pull 10 lbs
• Primarily standing for majority of shift

Qualifications:

Education:

• High school diploma or its equivalent

Experience

• One year of Front Desk experience in hotels preferred
• One year of experience working in customers service or a guest-facing role required
• Full understanding and comfort working on a computer with MS Suite-Outlook, Word, Excel
• Previous experience with hotel PMS systems a plus. Examples: Springer Miller Systems (SMS), Hotsos, Reveinate.

Spire Hospitality, LLC is an Equal Opportunity Employer, including disability and veterans