Summary: Responsible for responding to guest inquiries and requests, resolving guest billing disputes online in the Resort’s continuing effort to deliver Championship experiences. Specifically, you would be responsible for performing the following tasks to the highest standards.
Essential Job Functions: Include the following. Other duties may be assigned.
- Ensure that all billings go out in a timely manner with supporting backup for all charges.
- Audit all banquet charges as well as miscellaneous charges that are posted to master accounts for accuracy to ensure proper application of charges and that the credit limit is not exceeded.
- Work closely with Sales Department, Catering & Conference Services, Front Office Manager, Front Office, and Reservation personnel to service all Wholesale, Local Corporate and Social billing requirements.
- Wholesale reservations – Pre-invoice or post-invoice depending on the company and reservation details.
- Invoice for Local Corporate Guest stays.
- Attend pre and post function and sales meetings where billing arrangements are involved.
- Ensure that all major accounts have received a follow-up call 10 days after the bills have been mailed and follow up with clients, whenever necessary, to verify receipt of billing statements, answering any questions that might arise. Research and resolve discrepancies or disputes in billing.
- Maintain files for completed customer service work.
- Maintain confidentiality of all information in accordance with PGA National Resort standards.
- Embrace and utilize philosophies to include a friendly, service-oriented outlook and maintaining high standards of personal appearance and grooming.
- Respond to guest telephone, credit card inquiries, and chargebacks in an effective and timely manner.
- Maintain adequate record of sales tax exemption.
Education and Experience: At a minimum, two years prior experience in a resort/hotel accounts receivable or collections. Knowledge of collection and credit reporting procedures.
Proficiency in computer software applications to include: Visual One, Info Genesis Systems, and Delphi preferred; all Windows-based Accounting systems; strong level of proficiency in Excel; strong organization and maintenance skills; effective management, leadership, organizational and communication skills; strong team player, enthusiastic to learn and accomplish the Finance Department & PGA National Resort overall goals.
Language Skills: Excellent verbal communication skills. Ability to communicate and work well with fellow employees and maintain a presentable appearance, behavior, and manner at all times.
Mathematical Skills: Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Reasoning Ability: Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Other Skills and Abilities: Knowledge of general accounting principles, experience with personal computers, general office equipment, and 10-key calculator.
Physical Demands: While performing the duties of this job, the employee will be sitting for extended periods of time entering data into the computer system. The employee might regularly stand, walk, and talk. The employee frequently is required to use hands to grab, move, lift, or feel objects, and use telephone and copier machine.
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