AYS/DTS Agent--Full Time
About The Position
The At Your Service (AYS) / Delighted to Serve (DTS) Agent at Renaissance Birmingham Ross Bridge is the primary point of contact for guest requests. The agent promptly handles guest calls and requests, proactively addresses concerns, and provides exceptional service. The role requires knowledge of hotel offerings, menus, local attractions, entertainment, and services, as well as strong organization, time management, attention to detail, communication, and technical skills. The agent uses property management systems, guest-area operations, food and beverage point-of-sale terminals, and PBX switchboard consoles to assist guests and support smooth hotel operations. The position also promotes resort amenities and services, explains room-service payment procedures, processes transactions according to hotel credit policies, and documents guest complaints for follow-up. Renaissance Birmingham Ross Bridge Golf Resort and Spa is a renovated resort in central Alabama, known as “The Castle.” Its facilities include an expanded pool, an onsite golf course, and event spaces hosting weddings, corporate meetings, social events, and other gatherings.
Requirements
- Excellent organizational and time-management skills.
- Strong attention to detail.
- Effective communication abilities.
- Proficiency in property management systems (PMS), guest-area operations, food and beverage point-of-sale terminals, and PBX switchboard consoles.
- Excellent multitasking and problem-solving abilities.
- Knowledge of hotel offerings, menus, local attractions, entertainment, and services.
Responsibilities
- Answer guest calls promptly with friendly, professional phone etiquette.
- Accurately log guest requests and gather the information needed to resolve them.
- Take ownership of guest issues and provide prompt, satisfactory resolutions.
- Anticipate guest needs and offer additional services or upsells where appropriate.
- Provide information about room-service menus, local attractions, resort outlets, amenities, hotel features, and other PCH Hotels.
- Use property management systems, guest-area operations, food and beverage point-of-sale terminals, and PBX switchboard consoles to handle inquiries and support operations.
- Multitask and solve problems while responding to multiple guest inquiries.
- Explain hotel and department services and operating hours, as well as information about surrounding areas.
- Promote hotel amenities, restaurants, lounges, gift shops, and services.
- Explain room-service payment options and procedures.
- Follow hotel credit policies and procedures, process transactions accurately, and maintain financial integrity.
- Provide guests with accurate directions and information for navigating the hotel and local area.
- Record customer complaints in the guest response program and follow up proactively to help prevent recurring issues.
- Seek ways to improve and enhance guests’ experiences.
Benefits
- Full health, dental, and vision coverage, including FSA and HSA options.
- 401(k) with matching.
- Hotel, food and beverage, golf, and retail discounts at company properties.
- Worldwide Marriott discounts.
- Additional perks and discounts.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
