Guest Services Agent (Remote, PM Shifts)

Loews Hotels•Nashville, TN

3d•Remote

About The Position

Loews Hotels & Co is seeking a Guest Services Agent to handle incoming voice calls and text messaging for prospective guests, in-stay guests, vendors, team members, third parties, and travel agents. The role involves engaging guests with courtesy and professionalism, promptly addressing requests and challenges, and escalating when necessary. Agents will maintain and communicate site-specific knowledge of hotel and room features, establish professional communication with properties, and document guest requests. The position requires answering calls politely and professionally, following Loews guest engagement standards, and using CEC software to verify guest information. Responsibilities include actively listening to guest needs, directing calls, assisting with various hotel requests (Engineering, Valet, Front Desk, Security, Bell Desk, Housekeeping) without transferring, recording messages, providing hotel directions, answering questions about hotel functions and facilities, and maintaining knowledge of hotel and area events. The role also involves receiving and processing guest requests and wake-up calls, handling guest complaints to completion, and accommodating Front Desk related calls.

Requirements

High School Diploma or GED equivalent
1-2 years customer-facing work experience, preferably in hospitality or sales
Experience with high-volume of calls such as call center or customer support role
Demonstrated ability to read and communicate effectively and professionally – both writing and speaking - in English and any other dialect or language identified in the employee agreement.
Active contributions to a collaborative and cooperative working environment.
The ability to maintain confidentiality.
A demonstrated willingness to maintain professionalism and composure while making sound business decisions in all situations.
Adaptability, evidenced in the self-directed ability to organize a workload and adapt quickly to change.
A demonstrated ability to perform both standard and intermediate spreadsheet functions using Microsoft Excel.
Proficiency in windows-based computer programs to include e-mail (Outlook), internet and word processing applications (Word).
Strong computer skills and ability to learn new computer applications.
Excellent customer service skills
Must be based in AZ, FL, or TN only

Responsibilities

Handle incoming voice calls and text messaging from prospective guests, in-stay guests, vendors, team members, third parties, and travel agents.
Engage guests with courtesy, generosity, and professionalism, promptly handling requests and challenges.
Maintain and communicate site-specific knowledge regarding hotel and room features and amenities.
Establish and maintain professional communication with properties, ensuring guest requests are noted and documented.
Answer incoming calls in a polite, friendly, and professional manner.
Follow all Loews guest engagement Standards.
Use appropriate CEC software and systems to verify identity/room number of the engaging guest.
Actively listen and clarify Guest needs; direct calls as needed to appropriate extensions.
Assist guests with Engineering, Valet, Front Desk, Security, Bell Desk and Housekeeping requests without transfer.
Record messages and guest requests in the appropriate software/system and forward messages and requests to respective individuals or departments.
Provide accurate directions to the hotel from major inbound locations.
Answer questions regarding hotel functions and facilities.
Maintain knowledge of all Hotel and area’s, events and activities.
Communicate within the Guest Services and CEC team upcoming events which could impact our hotels and/or our guests.
Receive and process incoming guest requests and wake-up calls.
Handle guest complaints to completion unless escalation is necessary.
Receive and properly accommodate all Front Desk related calls.