CULTURE:

Join a team that's been welcoming guests for more than a century. At Pinehurst our Culture is critical to delivering a consistent guest, member and employee experience. Our Purpose is, “As the Cradle of American Golf, we honor timeless traditions and inspire legendary stories, one smile, one round, one moment at a time.” Our Values are; Genuine Hospitality, Be Trustworthy, Good Stewards and Inspired Innovation. If you’re seeking a heartfelt workplace then Pinehurst is the place for you. Every role contributes to upholding our treasured culture, performs their job duties consistently and handles other job duties as assigned in our ever-changing environment.

SUMMARY:

The Quality Assurance Agent plays a vital role in ensuring the accuracy, efficiency, and excellence of the Reservation Sales process at Pinehurst Resort. This position is responsible for monitoring reservation quality of all reservations while helping to optimize revenue, guest experience and NPS scores. Through attention to detail and system expertise, the Quality Assurance Agent helps set the foundation for each guest’s journey, ensuring a seamless arrival and stay.

QUALIFICATIONS:

1 year experience in reservations, revenue management, hotel operations, or quality assurance, preferably in a luxury or resort environment.
Strong working knowledge of PMS systems (Versa experience highly preferred).
Exceptional attention to detail and accuracy in a fast-paced environment.
Excellent communication and interpersonal skills.
Ability to analyze data & generate tracking reports for reservations booked & arrivals.
Strong organizational skills.
Commitment to delivering a world-class guest experience aligned with the Pinehurst Resort standard of excellence.

KEY RESPONSIBILITIES:

Monitor and review reservation processes to ensure adherence to quality standards, Pinehurst Resort policies, and industry best practices.
Review all reservations booked the following day to ensure accuracy of rates, package codes, blocks released, deposits charged, room assignments, tee times reserved based on the package purchased, traces & tasks assigned appropriately.
Review all arriving reservations within 48 hours of arrival to ensure accuracy of rates & look for anything "out of sorts" with each reservation.
Communicate daily via email (or other tracking report in Teams) to coworkers regarding reservation errors and corrections needed.
Complete daily, weekly & monthly tracking reports for all agents showing error percentages and improvements month to month.
Weekly audit of Leisure Services agents (5 per agent weekly) to ensure details on callback reservations are complete, thorough & timely.
Update weekly tracking report for Leisure Services agents audit.
Weekly report audit of deposits from Authorize deposit payment system as determined by leadership.
Keep management updated with any concerns or inaccurate response times from agents regarding corrections.
Follow strategies as directed by department leaders to maximize room revenue and occupancy, inventory management and ensure booking processes are followed by the team.
Stay up to date with new products, system updates and processes required of the team.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

LANGUAGE SKILLS:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Pinehurst, LLC reserves the right to transfer any Employee from his/her current job assignment or location to another job assignment or location as needed, either on a temporary or regular basis.

Learn more about this Employer on their Career Site

Quality Assurance Agent-Sales-Full Time