Guest Relations Agent, Front Office (FT)

Montage Hotels & Resorts • San Diego, CA

13d • $21

About The Position

Guest Relations Agent SUMMARY The Guest Relations Agent is responsible for conducting guest pre-arrival reach out to assist with arrangements, activities and experiences. This position is responsible for ensuring a wonderful guest experience through excellent customer service during their stay. This position plays an integral role in the guests’ stay as they are often one of the first individuals that a guest interacts with.

Requirements

• College degree preferred
• Minimum of two years’ experience in an upscale hotel preferred
• Minimum of two years’ experience in customer service
• Excellent telephone etiquette
• Exceptional guest recovery skills
• 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 and effectively adapt to using new software products
• Must be dependable and available to work within the hotel 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

• Greeting guests with friendly and sincere welcome
• Providing information and assistance to guests regarding city and hotel attractions or points of interest
• Respond and assist with guest requests for special arrangements, rentals or services (e.g., transportation, reservations, etc.) by making preparations or identifying appropriate providers.
• Familiarizing oneself with each day’s arrival and group activities
• Maintaining communication with Reception and other departments regarding guest activity or special needs as necessary
• 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 Engineering) as necessary to resolve guest call, request, or problem.

What This Job Offers

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