Guest Experience Agent

Home2 Suites by Hilton Jekyll Island • Jekyll Island, GA

442d

About The Position

The position involves providing exceptional service to hotel guests throughout their stay, ensuring a positive experience by managing reservations, check-ins and check-outs, and addressing guest requests and issues promptly. The role also includes sharing information about hotel amenities and local attractions, acting as a liaison between guests and hotel departments, and maintaining safety and operational procedures.

Requirements

• Minimum one (1) year of customer-facing experience.
• Effective verbal and written communication skills in English.
• Willingness to work weekends and holidays based on business needs.

Nice To Haves

• Strong attention to detail and ability to multitask.
• Highly developed verbal and written communication skills.
• Motivating team player.
• Active and attentive listener.
• Empathetic and tolerant.

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.
• Provide recommendations to guests about the local area.
• Understand and follow all safety procedures and Guest Services operating procedures.
• Demonstrate a high level of integrity and take ownership of personal actions.
• 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.
• Promote and explain the Franchise loyalty program to guests.
• Use appropriate greeting and etiquette when answering telephone calls.
• Process new reservations, edits, and cancellations within company policies and franchise guidelines.
• 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 manner.
• Provide concierge services including directions and restaurant recommendations.
• Communicate with management daily on current available rates.
• Monitor hotel inventory of guest rooms and communicate with appropriate departments regarding discrepancies.
• Maintain appropriate inventories of supplies throughout the shift for efficient service.
• Maintain a clean and sanitized workspace and guest space.
• Place maintenance work orders into the electronic maintenance system.
• Maintain and review daily shift log for Guest Services and hotel departments.
• Maintain courteous and professional communication with other hotel departments.
• Perform property walks to ensure the security and safety of all guests.
• Inform management of any unique situations or unusual developments.
• Perform other duties as needed and requested by management.

Benefits

• Health insurance
• Paid holidays
• Flexible scheduling
• Professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed