YOURS FOR THE ASKING

Guest services staff are primed to accommodate guests of all ages.

ANSWERING YOUR CALL

No matter the job, our staff is eager to please

BY HANNAH BURKE

The longest tenured employee of Hilton Sandestin Beach Golf Resort & Spa, director of rooms Robin Bailer recalls one of the very first pieces of advice he received upon entering the hospitality scene.

“Our general manager at the time told me to always approach a guest’s concern with, ‘The answer is yes, now what is the question?’” said Bailer. “And that is the exact mantra I teach my staff on the guest services team. Whether you’re asking a bellman, concierge or housekeeper, the answer is always yes. We will do everything we possibly can to make sure you’re satisfied.”

Bailer, who began as a dishwasher at Hilton Sandestin Beach in 1984 when the property opened, considers himself fortunate to have been able to work his way through the ranks to his current role. This resort, he said, has not only afforded him a satisfying career, but introduced him to the love of his life.

“During my time as the director of guest services, I was asked to train a new employee that would be fulfilling a newly created position and acting as a concierge for the guests visiting us … and I thought that job should have been mine,” Bailer laughed. “So, naturally, I had a bit of a chip on my shoulder and was quick to judge this new team member. Then suddenly we were dating, and two years later, we were married. That was 15 years ago now, and I will always be thankful to Hilton Sandestin Beach for bringing us together.”

As it happens, Bailer and his staff are in the business of creating exceptional experiences from the moment you arrive until you’ve departed. Let the front desk know prior to arrival if your visit marks a special occasion — perhaps a birthday, anniversary or even your honeymoon. His team enjoys creating special arrival experiences to surprise your loved ones.

Bailer believes first impressions are as important as last ones. “I consider our full-service bellmen the bookends of the guest experience,” he said. “They are the first people you see when you arrive and will assist with your luggage and valet park your car. They are there to establish a rapport with guests and be that familiar face they can come to for any questions during their stay. They are also the last faces of ours you’ll see as we wish you safe travels when you leave.”

From the parking garage and guest lodgings to event areas and conference rooms, Hilton Sandestin Beach’s bellmen know every inch of the property. It’s that expertise that guarantees they can point you in the right direction at any time.

Meanwhile, the concierge is available to assist with any and all recommendations you may seek. Bailer said his staff is trained to take all details into account before making a suggestion. Those traveling with children may be pointed to Baytowne Wharf, where massive playgrounds, ziplines and arcades await. The concierge team is happy to arrange bike rentals for more active guests and distributes resort maps that denote all the property’s recreational prospects.

Meanwhile, Bailer likes to direct couples toward a drive along scenic Highway 30A or over to Eden Gardens State Park, an outdoor space that exudes romance with its blooming fields of camellias and wildflowers.

Should you encounter any issues, Bailer encourages you to report them right away. “We would rather know there’s a problem with your stay while you’re here so we have the opportunity to fix it,” he said. “We have guests that save up all year to stay with us, and that’s a big deal. We want to be able to rectify what’s wrong and create for you the best experience possible.”

Bailer genuinely believes his staff has your best interests at heart.

“We get a sense of fulfillment when we can make our guests happy,” he said. “It’s always deeply rewarding to show guests they made the right decision to stay with us.”

THE WORKMANS

ROBIN’S RECOMMENDATIONS

◆ For your convenience, restrooms are available on the lobby level near the indoor swimming pool and pool deck access area. ◆ The Connectivity Kiosk is the perfect place to stay connected. Enjoy complimentary Wi-Fi, access to both PCs and Mac computers and an ATM. ◆ Spending Saturdays on property is highly suggested, as there is typically heavy traffic in the surrounding area that day. ◆ Check-in begins at 4 p.m., but we offer a complimentary valet service while your room is being prepared. ◆ Utilize our text messaging and alert system, Kipsu.

We’ll let you know when your room is ready, and you can message us about any questions and concerns you may encounter throughout your stay. ◆ If you’re in the mood for a dip in the pool after the pool hut has closed, the bellstand supplies towels for all guests. ◆ If you drive an electric vehicle, ask us about our complimentary charging stations. ◆ Please be mindful of your “Do Not Disturb” sign. Housekeeping is not permitted to enter or knock on the door to offer their services if you’ve left it hanging on your door. ◆ After you’ve had your fill of the seaside soundscapes from your balcony, remember to close the sliding glass door. Moisture can seep in and cause your room to feel damp. ◆ Each guest room is equipped with its own refrigerator, microwave and coffee maker.

Double check the fridge before you leave to ensure you don’t leave any tasty treats behind!