Reservations - Member Services Agent

Overview

The lake life is calling. Where genuine Texas Hospitality meets luxury, Horseshoe Bay Resort is nestled on the shores of beautiful Lake LBJ in the Central Texas Hill Country. We’re on 17,000 acres with close proximity to Austin, multiple lakes, State Parks, and some of the best golf in the United States; it’s an outdoor lover’s dream. When you work in paradise, is it still called work?

Are you a customer service professional? Horseshoe Bay Resort is on the hunt for a Member Services Agent to join the Reservations Sales Team. They will be the liaison between Club Members and Resort operations and services. This position provides a highly proactive service aimed towards addressing Member requests - all reservations for dining, marina, spa, golf, and activities.

• Answer phones regarding dining reservations and input them into Restaurant Connect.
• Provide general knowledge about the resort to our members.
• Act as liaison for all Resort F&B Departments.
• Overcome Member and guest challenges and complaints in a calm, collected manner by listening to the Member or guest and projecting the highest ability in solving problems.
• Assist with member related needs with all special Holiday events and HSB Festivals during the reservation process and execution of events as needed.
• Respond to Member needs in a timely fashion.
• Maintain professional composure in high stress situations in order to make last minute changes, and develop strong and concise written and oral communication with other departments.
• Participate in sales training activities to increase amenity usage and department revenue.
• May be required to perform additional and/or different responsibilities from those set forth above.

• Flexibility in work schedule
• High School diploma or GED required. Bachelor’s Degree or post-secondary education in a related field desirable.
• Ability to prioritize, identify problems and seek solutions and follow up/follow through with a variety of tasks.
• Must be able to work variable shifts, weekends, holidays and special events, as needed.
• Must have excellent customer service skills.
• Superb communication skills, both verbal and written.
• Ability to communicate Member and guest needs and resolve complaints.
• Phone etiquette is a must.
• Able to multi task in a fast paced environment.
• Familiar with Hotel environment.
• Must be familiar and able to use Microsoft Word, Excel & Power Point, also Delphi and a broad knowledge or Internet.
• Able to type 40 words per minute.
• High attention to detail.
• Highly organized.
• Presents a friendly attitude, excellent listening abilities and pleasant body posture at all times and is knowledgeable and helpful in assisting at all times.
• Maintain professional uniformed attire based on company standards.
• Must have a neat and pleasant overall appearance.

• Frequently lifting 10-15 lbs.
• Must be able to reach top drawer of four-drawer cabinet.
• Must have normal vision or corrective lenses.
• Standing and walking 6-8 hours per day.
• Must be able to ascend/descend stairs as a daily routine.
• Able to perform manual skills requiring motor coordination in combination with finger dexterity e.g. typing, handwriting or machine operations.
• Comprehend reading materials, speak, read and write English.
• Must be able to interact with co-workers, and have a sense of TEAM.

• Medical, Dental, Vision Insurance
• Paid vacation, paid Holidays
• 401k plan with employer match
• Long and short-term Disability
• Major Illness Insurance
• Accident Insurance
• Limited access to some resort amenities (Golf, etc)
• Retail and dining discounts
• Discounts at all Crescent Hotels & Resorts properties

Full Time roles are eligible for the above, plus:

• Health Insurance;
  Medical Insurance, Dental Insurance, and Vision Insurance plans
• Critical Illness and Accident plans
• Associate Relief Fund

* Privileges based on occupancy and business levels

Definition:

The Member Services Agent is the liaison between the Members and the Resort operations and services. This position provides a highly proactive service that is aimed towards addressing Member requests, all reservations for dining outlets, marina, spa, activities, and golf in the future.…