Leisure Services Agent-Sales

SUMMARY:

The Assistant Director of Leisure Services plays a vital role in the leadership of the Leisure Sales & Services department. Responsible for the day-to-day operations of the Leisure Services team, this position helps define and create the luxury guest experience customers expect when reserving their stay at Pinehurst through intentional touch points 90 days and 30 days prior to arrival. These touch points are designed to increase revenue, align Pinehurst’s services with our customers’ expectations and ensure we have all the available data to communicate with our guests throughout the customer journey to include pre-arrival, on-property and post-stay.

This position directly supervises 10-15 employees between HPSC & remote offices

• Bachelor's degree and a minimum of 3 years’ related experience; or an equivalent combination of education and experience. Previous resort/hotel and Property Management system experience required. Revenue Management experience preferred.
• Strong working knowledge of Agilysys operating systems (Versa experience highly preferred).
• Excellent communication, leadership, organization, upselling, time-management and interpersonal skills.
• Strong organizational and time-management skills.
• Commitment to delivering a world-class guest experience aligned with the Pinehurst Resort standard of excellence.

• Manage day-to-day operations of the Leisure Services & Group Reservations staff with an emphasis on enhancing the guest experience through proactive guest interaction & communication
• Establish and maintain SOP’s & training program for Leisure Services agents.

Conduct monthly one-on-ones with direct reports, review scorecards, areas of strength and strategies for improvement. Collaborate with the Supervisors to identify and conduct additional areas of individualized training to help team members achieve their benchmark goals. Communicate guest expectations and needs through detailed comments and assigned tasks attached to the guest reservation. Audit leisure services inbound and outbound calls weekly through Revinate to focus on data accuracy, quality communication and upselling skills.

Monitor daily call reports to provide recommendations for proper staffing of Leisure Services & Group Reservation Coordinators based on inbound existing reservation calls & spa calls. Interview & hire open positions. Co-lead huddles two days per week focused on improving processes, open communication and team recognition. Lead monthly leisure services team meetings focused on upselling, data capture and centered on excellent guest service.

• Focus on increasing NPS scores & guest experience.

Handles guest inquiries and post survey comments needing manager's assistance related to services. Implement and track upselling competitions amongst the team on as needed basis

Act as a liaison between Leisure Services and other departments to ensure increased guest experience leading to higher repeat guests. Assist as back-up on phones during high call volume periods as needed.

• Able to work flexible hours as needed including evenings and weekends 50+ hours per week as needed including weekend leader coverage monthly.

Proficient with systems including Versa, Agilysys Golf, Agilysys Spa, Reserve dining, Revinate, Microsoft Office programs including Teams.

Directly supervises 10-15 employees between HPSC & remote offices. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.