Job Description

Find more information about J1 program and HRC International here.

Nemacolin Woodlands Resort

Rotations:

• Orientation (0,5 months): You will receive an orientation to the company and the local community which includes learning about our company’s customers, culture, business strategies, etc.; learn about payroll schedules and payroll tax withholding; local training area, housing options, apartment complexes, and transportation options; meet key contacts and other employees; receive computer training on company systems; receive an orientation to the local community including cultural centers, volunteer opportunities, local sporting events, and entertainment venues. Orientation is scheduled for up to one month and takes place concurrently with the first training phase.
• Front Office Operations (2,5 months): You will learn processes for the Guest Service Agent by monitoring and maintaining all information requests from guests quickly and efficiently using proper telephone etiquette, monitor the daily morning wake-up calls and take requests for information via phone inquiries; learn about the properties amenities, resort outlet times, activities and directions to communicate correctly and seamless; provide highest standard of service; act as liaison between guest and operating departments; resolve guest complaints and track for monitoring.
• Guest Experience Agent (6 months): You will learn the Guest Experience Agent position which is responsible for creating 100% guest satisfaction by providing efficient and effective service at all times; must adhere to policies and procedures that Nemacolin has established, build positive relationships with guests and other associates, communicate effectively on all levels, and demonstrate technical and customer service skills; provide guests with assistance at the front desk during the check-in and check-out process as well as throughout the course of their stay; coordinate and assist with the butlers; complete registration steps at check in and check out, promote resort services and amenities, follow up with guests after their check in to ensure a seamless experience, upselling rooms, make reservations for on and offsite dining, activities and entertainment, learn all property systems such as Host, SpaSoft, Seven Rooms, Zingle, Outlooks and Microsoft Teams; assist guests with mailing needs and business services; foster teamwork in an environment that motivates and sustains exceptional levels of performance in all Front Office positions; learn and understand the reservation process.
• Welcome Center Ambassador (3 months): You will learn the ins and out of Welcome Ambassador, you are the first point of contact for our guests, setting the tone for an exceptional experience. Your role is to provide personalized, attentive service that exceeds guest expectations from the moment they arrive until their departure. During this rotation, you will be trained to master key hospitality skills including effective communication, guest needs anticipation, conflict resolution, and creating lasting impressions. With a deep understanding of our brand values and standards, you'll be empowered to offer warm greetings, assist with check-ins/check-outs, provide information about the property and local area, and ensure every guest feels valued and cared for. The goal of this rotation is to cultivate the expertise required to deliver seamless and memorable experiences that embody our 5-star commitment to excellence.

Job Requirements

• You have a hospitality degree from a post-secondary academic education with a minimum 2-year full-time course, approved by the Ministry of Education
• Recent relevant work experience in the (ultra) luxury hotel industry
• Fluent English skills

Skills