Seasonal Hotel Representative

Seasonal Tour Representative / Concierge – St. James Travel & Tours

As a Hotel Tour Representative / Concierge, you will be the main point of contact for guests during their stay, delivering personalized service, expert recommendations, and seamless coordination of their holiday experiences. Your role involves a mix of sales, guest relations, and operational support, all delivered with a proactive and customer-focused approach.

Job Responsibilities:

This will include, but not be necessarily limited to, and in no particular order of priority:

• Proactive, customer-friendly approach to providing Meet & Greet Services, Representation Services for St. James Travel and Tours
  Preparation of Welcome Packs
  • Provision of holiday information to clients in scheduled briefings and call-back visits
  • Sales of tours and excursions to guests in-resort
  • Manage all written and verbal communication with guests and suppliers to book/cancel or change a tour/activity booking
  • Completion of all necessary paperwork and weekly reports in a timely manner
  • Liquidation of all vouchers and monies collected, once a week, with the accounts department. Note that even if no monies are collected, a liquidation report is required
  • Proactive reporting on client issues and concerns
  • Participate in weekly meeting is compulsory
  • Respond to guests’ emails and enquires in a timely and professional manner
  • Resolution of customer complaints and problems as far as possible escalating as needed
• Assist guests in emergencies (e.g., illness, accident) by liaising with medical providers or informing management promptly.
• Be available for occasional after-hours guest inquiries or emergencies as scheduled or required
• Maintain up-to-date knowledge of all tours, excursions, activities, and restaurants across the island in order to confidently and accurately inform and advise guest
• Meet or exceed weekly sales targets and Customer service targets set by management and/or by Tour Operators
• Maintenance and enhancement of St. James Travel & Tours service standards and reputation as a leading Caribbean DMC
• Maintain a good relationship with all our partners,- hotel, excursion and restaurant suppliers under the guidance of the Senior Operations Supervisor and / or Kavita Sandiford, General Manager, Nicki King, Director of Operations - Ground Handling & Cruise Industry

Qualifications & Experience:

• Previous experience in a guest-facing role (preferably in tourism, hospitality, or concierge services)
• Must own a reliable vehicle and hold a valid driver’s license
• Strong communication skills (verbal and written)
• Basic tech proficiency (email, WhatsApp, tablets, digital booking tools)
• Sales experience or comfort with promoting in-resort products and services
• Ability to work flexible hours, including weekends, holidays, and early mornings or late nights
• Must have knowledge of all tours, excursions, activities, and restaurants across the island
• Professional appearance and demeanor
• Fluency in English is required; knowledge of an additional language — preferably French — is a strong asset

Key Competencies:

• Customer Service: Friendly, approachable, and guest-focused
• Communication: Clear, courteous, and confident in all interactions
• Sales Ability: Comfortable recommending and upselling products and services
• Problem-Solving: Calm and resourceful under pressure
• Attention to Detail: Accurate handling of bookings, vouchers, and reports
• Teamwork: Collaborative and supportive of colleagues
• Time Management: Punctual, organized, and efficient
• Adaptability: Flexible with changing schedules and guest needs
• Professionalism: Composed, polished, and discreet in all settings
• Initiative: Takes ownership and seeks ways to enhance service
• Cultural Sensitivity: Respectful of guests from diverse backgrounds