Guest Relations Agent

Montage International • Laguna Beach, CA

30d • $26

About The Position

Guest Relations Agent SUMMARY The Guest Relations Agent is responsible to conduct guest pre-arrival calls to assist with arrangements, activities and experiences.

Requirements

• College Degree preferred.
• Minimum of two years’ experience in a luxury hotel preferred.
• Minimum of two years’ experience in customer service.
• Excellent telephone etiquette.
• Exceptional guest recovery skills
• Enjoy interacting with people in a fast paced environment
• Excellent organizational and time management skills
• Strong knowledge of MS Office, including Word, Excel, PowerPoint and Outlook
• Must possess a positive attitude
• Must be willing to participate in a learning environment
• Must integrate company values throughout all interactions
• Must be able to quickly adapt to effectively using new software products
• Must be dependable and available to work within the resort on weekends, nights and/or holidays based on business demands
• Must be able to bend, stoop, squat and stretch to fulfill tasks.
• Requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, and climbing.

Responsibilities

• Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities.
• Respond to guest requests for special arrangements or services (e.g., transportation, reservations, etc.) by making preparations or identifying appropriate providers.
• Review, log, and maintain guest preferences, traces, and profiles.
• Develop and maintain positive guest communication prior to arrival and post departure to cultivate lasting relationships.
• Answer, record, and process guest calls, messages, requests, questions, or concerns.
• Contact appropriate individual or department (e.g., Guest Services, Housekeeping, and Concierge) as necessary to resolve guest call, request, or problem.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees