Guest Experience Agent

Summary of Position

Provide excellent service to guests throughout their stay. Make reservations, check guests in/out, answer all incoming calls, respond to any guests’ requests, and solve issues quickly. Share information about hotel amenities and make recommendations about surrounding area.

Requirements

• Has a minimum one (1) years of customer facing experience.
• Effective verbal and written communication skills in English.
• Willing to work weekends and holidays based on business needs.

General Responsibilities

• Stay guest focused and nurture an excellent guest experience.
• Answer telephone, make reservations, check guests in, check guests out.
• Act as hotel concierge for guests.
• Act as communication hub for hotel and guest liaison with other departments.
• Knowledge of the local area to provide recommendations to guests.
• Understand and follow all safety procedures.
• Understand and follow all Guest Services operating procedures.

Specific Responsibilities

• Demonstrate a high level of integrity, take ownership of personal actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to Operating Procedures.
• Provide exceptional customer service to all guests.
• Be proficient in all Front Office equipment such as Property Management System, Key Machine, Credit Card Terminal, and Point of Sale System
• Understand and follow Guest Services accounting procedures for folio charges, payments, cash handling, adjustments, tax exempt and house accounts.
• Understand and follow hotel’s Guest Services operating procedures for safety, security, and operating procedures.
• Be proficient in Franchise loyalty program to be able to promote, explain and acknowledge members status.
• Use appropriate greeting and etiquette when answering telephone.
• Review, acknowledge and accommodate guests’ requests where applicable and available.
• Process new reservations, edits and cancelations within company policies and franchise guidelines
• Check guests in and out per company policies and procedures.
• Inform guests of hotel amenities and policies at check in
• Follow and enforce key control policy for guests and associates.
• Handle guest requests, concerns, or complaints professionally and in a timely matter.
• Provide concierge services including proving driving or walking directions as well as recommend local preferred restaurants for dinning.
• Communicated with management daily on current available rates.
• Monitor hotel inventory of guest rooms and communicate with appropriate departments and management regarding out of order rooms, room discrepancies or negative balances.
• Follow additional operating and accounting procedures for group arrivals.
• Maintain appropriate inventories of supplies throughout shift for efficient service.
• Maintain a proper clean and sanitized workspace.
• Maintain a proper clean and sanitized guest space.
• Place maintenance work orders and repairs into electronic maintenance system
• Maintain and review daily shift log for Guest Services and hotel departments.
• Maintain courteous and professional communication with other hotel departments, keep all appropriate departments updated with necessary information.
• Preform property walk(s) to ensure the security and safety all guest.
• Inform management of any unique situations, or unusual developments.
• Perform other duties as needed and requested by management.

Optimum Attributes:

• Willing to take responsibility and accountability for the team.
• Strong attention to detail & ability to multitask.
• Epitomize professionalism.
• Determined and motivated to meet and exceed expectations.
• Reliable, responsible, and dependable
• Highly developed verbal and written communication skills
• Motivating team player
• Active & attentive listener
• Open with praise; discreet with criticism.
• Emphatic and tolerant
• Consistent and influential
• Rational, prudent, and practical
• Previous hotel front desk experience preferred; proficiency with HotelKey Property Management System (PMS) is a plus.

Performance Standards:

• TBD