1. Company Name
Company Location
9300 Emerald Coast Pkwy West, Destin, Florida
Company Description
Welcome to Sandestin Golf and Beach Resort, a unique and charming destination that has been
voted the "Best" resort in Destin, Florida and the #1 resort on Florida's beautiful Emerald Coast.
Sandestin is a four season resort for all ages. There is something for everyone at this magnificent
2,400 acre property, including a variety of Destin vacation rental accommodations, sugar white
sand beaches, full service beach services, golf for every level of play, a top rated Destin tennis
club, water sports, marina, fitness center, spa, biking and walking trails and even our own
pedestrian Village, with shopping, dining, events, and entertainment.
Company Contact Person
Angela Gaff
Employment Manager
Human Resources
Sandestin® Golf and Beach Resort
9300 Emerald Coast Pkwy West
Destin, FL 32550
850.267.8292 Phone
850.267.6195 Fax
AngelaGaff@sandestin.com
Site Address
9300 Emerald Coast Pkwy West, Destin, Florida
Job Title
Receptionist, Front Desk Agent, Reservation, Bellman
Job Description
Answer inquiries and provide information to the general public, customers and visitors regarding
activities and services conducted at the establishment. Guide guests and visitors to the location of
various departments within the resort. Provide customer service in a professional manner.
Department
Front Desk
Number Requested
22
Length of Program
6 months and 9 months
Program Start Date
January, February, March of 2014
Program End Date
September, October, November of 2014
Wage
Hourly range: $8.25 - $10.50 (Front Office) and $11.00/hour for Reservations
Hours/wk.
32+ hours per week
Payment
Bi weekly paycheck
2. Interview Required
In person/Skype
English Level
Advanced
Experience
1+ year
Training/Length
6 – 9 months
Drug Test Required? Any
cost to participants?
Yes, no cost to potential candidate
Background Check
Required? Any cost to
participants?
Yes, no cost to potential candidate
Uniform Provided / Cost
Employee is responsible for uniform for Front Office. A reservation agent does not require a uniform.
Dress Code
Business Casual if not in a uniform.
Grooming
Please see attached grooming standards
Skills
Please see attached job description
Housing Provided
Yes
Cost of Rent
$119 per person/per week. Payroll deduction
Deposit/Amount/Refundable/Non
Refundable
$300 Housing Deposit of which $150 refundable based on exit inspection.
Housing Description
It is a private housing complex own by the host employer
Housing Address
102 Hunters Road, Santa Rosa Beach, FL 32459
What is Included
All utilities are included and free internet is available in the lobby
Type of Housing
4 and 6 bedroom apartments, each person has their own private room
Distance from worksite
1.5 mile with free transportation strictly to/from work
Can housing be Co-Ed?
No apartment however housing complex is Co-Ed.
Furniture
Fully furnished: full sized bed
Recommended items participant
should bring?
Bed linen and towels
Is this gated community?
No
Is a representative on site?
Yes
3. Is there active security camera
on site?
Yes
Transportation Provided
Yes, To/from work
Cost of Transportation
Free
Airport Pick Up (If yes, any
cost to participate)
Free
Nearest Airport
Northwest Florida Airport, Fort Walton Beach, Florida
What kind of public
transportation available?
Bus, Taxi
How far is the nearest
Grocery Store, Bank,
Restaurant, Pharmacy?
Wal-Mart – 0.8 mile from housing
Housing distance from
downtown
2 miles to local attractions and shops
Other accessible attractions
with public transportation?
Local shops, restaurants, beaches
6 and 9-months Training Plan – Front Desk Agent/Reservations Agent/Bellman/PBX Operator
Objective: To build a foundation for successful training for the 6-9 month J-1 student in the area of the Front Office.
Phase 1 – Month 1
Provide Orientation that introduces the participant to hotel policies, procedures, general operations and customer service standards.
Candidate will participate in Safety and Security, trained and tested on Blood Borne Pathogens, Inappropriate Workplace Behavior
and Departmental Structure. The participant will be taken on a guided tour of the property to familiarize his/herself with the units,
amenities and departments with which they will interact. S/he will be introduced to Managers, Supervisors and colleagues and
4. understand the function of each person within the department. The participant will familiarize themselves with computer programs
and other equipment such as printers, key machines, multi-line switchboards etc.
Phase 2 – Months 2 to 3
The participant will be trained in basic customer interaction and providing basic information to increase knowledge of the property.
S/he will learn how to transfer calls, respond to guest requests, how to send out blast voicemail messages, how to arrange for wake up
calls.
Phase 3 – Months 4 to 6
The participant will learn all aspect of the Front Desk as a Guest Services Agent. Candidate will learn the reservation system, how to
make, change, cancel and hold reservations. Candidate will learn of various packages, room rates, bookings, forecasting and how they
are entered into the system. S/he will learn how to handle guest issues from check in to check out, including discounts, deductions.
The participant will learn the differences between the various clients on the property, including ownerships, time shares and vacation
rentals. The participant will be trained on daily, weekly and monthly reports as required by the front desk. S/he will also learn the
department’s interaction with Accounting, Sales and Marketing, Owner Services, Housekeeping, Reservations and Food and
Beverage.
Phase 4 – Months 7 to 9
The participant will improve customer service skills and front desk ability by working independently or alongside a supervisor or
night auditor. The participant may have the ability to support the Concierge and Front Desk Supervisor. The participant will provide
feedback to department leaders regarding customer interaction.
Objective: To build a foundation for successful training for the 6-9 month J-1 student in the area of the Front Office – Guest
Services.
Phase 1 – Month 1
Provide Orientation that introduces the participant to hotel policies, procedures, general operations and customer service standards.
Candidate will participate in Safety and Security, trained and tested on Blood Borne Pathogens, Inappropriate Workplace Behavior
and Departmental Structure. The participant will be taken on a guided tour of the property to familiarize his/herself with the units,
amenities and departments with which they will interact. S/he will be introduced to Managers, Supervisors and colleagues and
understand the function of each person within the department. The participant will familiarize themselves with computer programs
and other equipment such as printers, key machines, multi-line switchboards etc.
Phase 2 – Months 2 to 3
The participant will be trained in basic customer interaction and providing basic information to increase knowledge of the property.
S/he will learn how to transfer calls, respond to guest requests, how to send out blast voicemail messages, how to arrange for wake up
calls.
Phase 3 – Months 4 to 6
The participant will learn all aspect of the Guest Services Department as a Bellman. Candidate will learn the reservation system, how
to make, change, cancel and hold reservations. Candidate will learn of various packages, room rates, bookings, forecasting and how
they are entered into the system. S/he will learn how to handle guest issues from check in to check out, including discounts,
deductions. The participant will learn the differences between the various clients on the property, including ownerships, time shares
and vacation rentals. The participant will be trained on daily, weekly and monthly reports as required by the front desk. S/he will also
learn the department’s interaction with Accounting, Sales and Marketing, Owner Services, Housekeeping, Reservations and Food and
Beverage.
Phase 4 – Months 7 to 9
The participant will improve customer service skills and front desk ability by working independently or alongside a supervisor or
guest services manager. The participant may have the ability to support the Concierge and Front Desk Supervisor. The participant
will provide feedback to department leaders regarding customer interaction.
Objective: To build a foundation for successful training for the 6-9 month J-1 student in the area of the Reservations Department.
5. Phase 1 – Month 1
Provide Orientation that introduces the participant to hotel policies, procedures, general operations and customer service standards.
Candidate will participate in Safety and Security, trained and tested on Blood Borne Pathogens, Inappropriate Workplace Behavior
and Departmental Structure. The participant will be taken on a guided tour of the property to familiarize his/herself with the units,
amenities and departments with which they will interact. S/he will be introduced to Managers, Supervisors and colleagues and
understand the function of each person within the department. The participant will familiarize themselves with computer programs
and other equipment such as printers, key machines, multi-line switchboards etc.
Phase 2 – Months 2 to 3
The participant will be trained in basic customer interaction and providing basic information to increase knowledge of the property.
S/he will learn how to transfer calls, respond to guest requests, how to book reservations and sell the Resort.
Phase 3 – Months 4 to 6
The participant will learn all aspect of the Reservations Department as a Reservations Agent.. Candidate will learn the reservation
system, how to make, change, cancel and hold reservations. Candidate will learn of various packages, room rates, bookings,
forecasting and how they are entered into the system. S/he will learn how to handle guest issues from check in to check out, including
discounts, deductions. The participant will learn the differences between the various clients on the property, including ownerships,
time shares and vacation rentals. The participant will be trained on daily, weekly and monthly reports as required by the reservations
department. S/he will also learn the department’s interaction with Front Desk, Sales and Marketing, Owner Services, and Food and
Beverage, Housekeeping.
Phase 4 – Months 7 to 9
The participant will improve customer service skills and reservation agent ability by working independently or along side a supervisor
or manager. The participant will provide feedback to department leaders regarding customer interaction.
Within the department, participants will learn the restaurant environment, proper use of equipment,
location of materials and utensils required for the job. The host training manager will introduce the
participant to the process of the operation as it relates to customer service, from beginning to end of
customer interaction. All aspects of the business including, but not limited to; point of sale, promotions,