Job description

The Luxury Care Specialist is the liaison with the Marriott Call Centers, Ambassador Office, Corporate Office of Consumer Affairs, and other respective Marriott offices. He/she is responsible in making sure that all reservations booked either via Atlantis Paradise Vacations - APV, Marriott.com and all the Marriott call centers are audited prior to guest arrival to deliver seamless guest experience. He/she is also responsible for providing high-end reservation service for The Cove and Reef Consortia line of business. In addition, the specialist is responsible for maximizing revenue opportunities, exceeding guest expectations, and delivering Atlantis call, e-mail, and Forbes standards.

Other responsibilities include, but are not limited to, assisting guests in booking their room/suite reservation by tailoring their recommendation with guests needs. The Luxury Care Specialist will also be arranging ancillary reservations based on guest’s requirements such as airfare, transportation, meal plans, dolphin reservation, restaurant reservation, golf activities, spa, AKA, cabana, special amenity request, excursions, and other needs.

Main Duties and Responsibilities:

The Cove Reservations:

• Maximize sales opportunities by converting guest inquiries into sales.
• Provide white glove reservation experience for all Cove and Reef guests.
• Follow the reservation guideline for the Club Suites and Specialty Suites.
• Pre-Call guests 21 days prior to arrival to assist in obtaining estimated time of arrival and departure and in booking additional ancillaries.
• Respond to e-mails within 1-3 hours of receipt during office hours following QA guideline.
• Audit the following reports:
• 2 Days Arrivals Report (for all source of business)
• Reservations made yesterday for arrival today and tomorrow (for all source of business)
• Certificate Report
• Decline Credit Card
• Pop-Up Report
• Point Redemption Surcharge
• Multi-Rate Reservation
• Activity Report
• LMS Billing Code for Resort Credit
• Partner with Atlantis Marriott Team as it relates to escalated Marriott complaints for The Cove reservations.
• Partner with respective departments such as Leisure Services, Front Desk, Concierge, Rooms Coordinator, Dolphin Cay, Restaurant Reservations, Spa, Fitness Center, AKA, Box Office, Transportation Team, Casino, Groups Department and Quality Assurance department to ensure that guest needs and preference are met and exceeded.

Consortia Line of Business:

• Receive, book and service VIP and Consortia reservations.
• Correspond electronically with Cove & Reef Consortia Travel Agents via e-mail in response to guests booking room accommodation, ancillaries, or general support request.

Other:

• Demonstrate excellent written and oral communication.
• Meet and/or exceed established performance management criteria such as call and e-mail Quality Assurance Guideline, Forbes Standards, Sales Conversion and Revenue goal, schedule adherence, etc.
• Review, understand and put into practice all new procedures and product-line updates.
• Assist with other duties as business needs dictate.

Skills, Experience & Education Requirements:

• 2+ years hospitality industry experience in a luxury brand hotel/resort preferred
• Call center and hotel reservations experience preferred
• Demonstrated problem resolution experience along with task orientation and strong time management skills
• Experience in dealing with high-end Travel Agencies and guests preferred
• Must be personable and consistent in providing high level service
• Exceptional listening, writing, grammar, and analytical skills
• Attention to detail with excellent follow-through and follow-up
• Ability to multi-task and work independently at a fast pace
• Possess knowledge of Windows based software such as MS Word and MS Excel
• Excellent oral, written and interpersonal communication skills
• Demonstrate the ability to work well in a team environment
• Dedication to providing exceptional customer service
• Adheres to all department/company policies and procedures

About Atlantis Paradise Island:

Atlantis Paradise Island is a lush, oceanside resort located on Paradise Island in The Bahamas. A dynamic destination that over launched 25 years ago as a first-of-its-kind modern marvel of nature and engineering, Atlantis has embarked on a new chapter tied to a meaningful connection with the ocean, Bahamian culture, and the spirit of the property's beloved team members. The resort's new, immersive programming connects guests to the rich history, art, people, food, and festivities of The Bahamas.

Atlantis features four distinct properties, from the iconic The Royal and The Coral to the luxury properties, The Cove and The Reef. The resort is built around Aquaventure, an innovative, 141-acre waterscape of thrilling slides and river rides, pools, and white sand beaches. Home to the largest open-air marine habitat in the world, over 50,000 marine animals from 250 species make their home in the ocean fed environments. From unparalleled meeting and convention space to the luxury Atlantis Marina accommodating yachts up to 220 feet overlooking Marina Village, a Bahamian marketplace, the Atlantis experiences are endless. Other resort amenities include the 30,000 sq ft tranquil Mandara Spa, Atlantis Kids Adventures (AKA) for children ages 3-12, and CRUSH, a cutting-edge teen club. The award-winning 18-hole Tom Weiskopf designed golf course, renowned Atlantis Casino, and duty-free shopping complemented by restaurants and lounges with celebrity chef culinary masterpieces including Fish by José Andrés, Nobu, by Nobu Matsuhisa; Olives, by Todd English and Casa D'Angelo by Chef Angelo Elia.

Dolphin Cay, the resort's 14-acre marine mammal habitat, is a state-of-the-art education center and animal-rescue rehabilitation hospital whose first residents were 17 rescue dolphins from Hurricane Katrina. Visitors to Dolphin Cay can participate in creative, non-disruptive "interactions" that build real awareness, stir emotion, and help fund the resort's conservation efforts. Through these guest participations and those offered through Atlantis Marine Adventures, a portion of the cost of each of the on-property interactions goes back to the Atlantis Blue Project Foundation (ABPF), the resort's nonprofit, 501(c)3 organization dedicated to saving sea species and their extraordinary habitats throughout The Bahamas and surrounding Caribbean seas.

Job Type: Full-time

Pay: $14.00 - $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Holidays
• Weekend availability

Work Location: In person

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