Guest Experience Agent

Home2 Suites by Hilton Jekyll Island-posted about 1 year ago
Full-time • Entry Level
Jekyll Island, GA
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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.

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