Southall
Southall Farm & Inn
is a premier destination bringing nature, produce and people together in a powerful and unique way. At Southall, our
Southall Consider it Done (CID) Specialists
are a critical part of our Operations team. The ideal candidate will be self-motivated and consistent with an appetite for growth and a desire to learn. 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. Skills and Experience
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 . Education & Requirements
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.
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is a premier destination bringing nature, produce and people together in a powerful and unique way. At Southall, our
Southall Consider it Done (CID) Specialists
are a critical part of our Operations team. The ideal candidate will be self-motivated and consistent with an appetite for growth and a desire to learn. 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. Skills and Experience
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 . Education & Requirements
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.
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