CORE Team Member

Our Company

Equinox Hotels Resorts is a rapidly expanding global luxury hospitality brand and management company, built on the evolution of Equinox. With a design-forward approach, our portfolio spans urban, resort, and destination locations worldwide, offering high-performance living in architecturally stunning spaces.

We redefine luxury hospitality by integrating the brand’s core pillars of movement, nutrition, regeneration, and community. Tailored for the next generation of travelers, our hotels empower guests to reach their fullest potential, combining fitness, health, and holistic well-being into every aspect of the experience. From personalized services to regenerative spa treatments and nutritious dining, we create environments that energize and inspire.

Our Code

Our philosophy of "All. And Nothing." balances indulgence with simplicity, ensuring each guest thrives by amplifying performance and pushing limits, ultimately helping them achieve new heights in life.

Job Overview

Handles a variety of calls and tasks including incoming calls to the hotel, calls relating to Front Office, Reservations, Concierge, Guest Services, Housekeeping, Engineering, Security, and any other department designated by hotel leadership.

Essential Job Functions

• Always treat hotel member s with courtesy and respect in a variety of situations.
• Honesty & Integrity.
• To be mindful of the importance of personal hygiene and grooming.
• Adhere to hotel Health and Safety guidelines.
• Ability to work under pressure and in a fast-paced environment.
• Responds to and confirms all hotel member reservation requests in a prompt, courteous and accurate manner according to established standards.
• Maintains full knowledge of hotel member rooms, rates, promotions/programs, amenities, facilities, and services.
• Maintains full knowledge of and effectively utilizes all technology to capture required information for each department that is supported.
• Assists with and/or prepares group rooming lists and arrival details.
• Understands and enforces hotel credit policies, billing procedures, routing instructions, and payment methods.
• Understands all types of reservation streams including groups, OTAs, Wholesales, etc.
• Processes retentions, no-shows and cancellations according to established procedures.
• Coordinates pre-arrival amenity and transportation requests with the appropriate departments.
• Coordinates pre-arrival emails, update arrival time, preferences, and special request.
• Ensures all requested wake-up calls are successfully processed
• Monitors tentative, provisional and waitlisted reservations and conducts the appropriate follow-up.
• Maintains records and files for all Reservations correspondence.
• Receives and routes all calls, e-mails, and inquiries relative to the departments supported in this role. Ensures all hotel member requests are handled in a timely and effective manner according to established hotel standards.
• Complies with all Work Rules, Safety Standards and Standards of Conduct as set forth in the Employee Handbook.
• Works harmoniously and professionally with co-workers and supervisors.
• May be assigned other duties at the discretion of management.
• Communicate with hotel members via sms.
• Utilize Knowcross to dispatch hotel members request.
  
  

Qualifications/Skills

Requirements are representative of minimum levels of knowledge, skills and /or abilities. To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently, with or without reasonable accommodation.

Essential

• Ability to satisfactorily communicate in English with hotel member s, co-workers, and management to their understanding.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
• Punctuality and regular and reliable attendance.
• Interpersonal skills and the ability to work well with co-workers and the public.
• Ability to work flexible schedule (AM, PM, Weekends & Holidays).
  
  

Desirable

• High School graduate or equivalent vocational training.
• Guest Services experience desirable.
  
  

Essential Physical Abilities

• One-on-one communication with hotel member , managers and fellow employees.
• Must be able to read and generate reports, hotel member correspondence, and computer screens.
  
  

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.