SUMMARY

The primary purpose of this position is to be responsible handling all transient/social guest billing inquiries, from taking initial request to resolution.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED) and a minimum of one month of related experience; or an equivalent combination of education and experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Resolves guest billing disputes, or questions in a positive and friendly manner by doing adequate research necessary.
• Maintains appropriate records accurately.
• Position must be able to clearly communicate with guests, track and respond to all guest inquiries from simple 'copy of folio' requests to detailed investigation / resolution of more complex billing issues.
• Must be able to handle all guest comments and complaints in a professional manner, without taking guest 'critiques' personally, representing Pinehurst Resort in all communications.
• Must work closely with Reservations, Front Office, F&B Management, Golf Ops, Spa, and Retail to complete investigations.
• As part of final resolution of 'cases', must write up causal reasons and communicate to management in areas where issues originated so we can 'learn from mistakes' and plan to avoid repeat issues.
• Ability to learn / be proficient in:
  • Agilysis/Visual One (V1) Property Management System (PMS) Front Office software
  • V1 PMS is the primary system and research must be done on reservations setup and guest folio billing details Infogenesis F&B Point of Sale (POS) system to research food and beverage tickets
  • GolfPro / Agilysis Spa/Golf POS systems to research retail/golf/recreation tickets
  • FreedomPay credit card software to research credit card investigation / disputes
  • Spiceworks guest inquiry tracking system

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; talk and hear.  The employee is occasionally required to walk to reach with hands and arms.  Specific vision abilities required by this job include close vision, color vision, and peripheral 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.