Guest Relations Agent

Montage Hotels•Laguna Beach, CA

32d•$26

About The Position

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

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.

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.

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