At Your Service Agent

About the Role

Serve as the main point of contact for all guest requests and needs, including answering calls, dispatching requests, and following up to ensure guest satisfaction with results.

Responsibilities

• Answer incoming calls from guests, both external and in-house.
• Communicate guest needs to the appropriate department and follow up to ensure that requests have been handled.
• Take room service orders.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
• Listen and extend assistance to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
• Remain calm and alert, especially during emergency situations and heavy hotel activity.
• Plan and implement detailed steps by using experienced judgment and discretion.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Requirements

• Previous guest service experience required.
• Hotel experience preferred.
• High School Diploma required.

Skills

• A friendly and professional demeanor.
• The ability to multitask.
• Strong computer skills.
• Detail-oriented: capable of carrying out tasks with all necessary details to ensure completion.

Behaviors

• Loyal: Shows firm and constant support to a cause.
• Enthusiastic: Shows intense and eager enjoyment and interest.

Motivations

• Peer Recognition: Inspired to perform well by the praise of coworkers.
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization.
• Job Security: Inspired to perform well by the knowledge that your job is safe.