Tower Guest Relations Agent

The Boca Raton • Boca Raton, FL

4d

About The Position

The Tower Guest Relations Agent greets and registers guests, providing prompt, courteous, and professional service. The agent assists guests departing the Resort, addresses challenges during their stay, and promotes hotel amenities and services. The role includes completing guest registration and checkout, managing room assignments and keys, ensuring accurate guest statements, accepting payments, and sharing information about hotel outlets, programs, and events. The agent also investigates guest complaints, develops solutions, and remains calm and alert during emergencies and periods of high activity.

Requirements

• High school graduate or equivalent.
• Ability to lift up to 50 pounds, with frequent lifting and carrying of objects weighing up to 25 pounds.
• Ability to walk or stand for a significant degree and to reach, handle, feel, talk, hear, and see.

Nice To Haves

• Degree in Hospitality or Hotel Management.
• Experience in a luxury hotel or resort setting.
• College degree.

Responsibilities

• Complete guest registration by entering and retrieving information in a computer system and confirming pertinent details, including guest count and room rate.
• Select rooms based on guest needs and code electronic keys.
• Confirm the room number and rate non-verbally.
• Explain the room location and arrange for a team member to accompany guests to their rooms.
• Provide guests with welcome packets, room keys, tokens of appreciation, gifts, and other items.
• Ensure rooms and services are correctly accounted for on guest statements and properly account for hotel services provided.
• Assist guests with checkout payments or charges.
• Accept and record vouchers, credit, traveler's checks, and other forms of payment.
• Convert foreign currency at current posted rates.
• Greet customers promptly with a friendly and sincere welcome.
• Communicate clearly, listen to guest requests, take appropriate action, and provide accurate information about outlet hours, VIP programs, events, and other offerings.
• Investigate guest complaints, identify effective solutions, and negotiate outcomes.
• Listen and assist with resolving issues such as price conflicts or insufficient heating or air conditioning.
• Remain calm and alert during emergencies and periods of heavy hotel activity.
• Plan and implement detailed steps using experienced judgment and discretion.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED