Guest Relations Agent

Live your passion and add your magic at Montage International. We’ve built a culture that leads with the notion “do what you love.” If this resonates with you, we welcome your application. Applicants with disabilities can request reasonable accommodations during the selection process.

About the role

The Guest Relations Agent conducts pre-arrival calls to assist guests with arrangements, activities, and experiences.

Responsibilities

• Gather, summarize, and provide information to guests about the property and surrounding area amenities, including special events and activities.
• Respond to guest requests for special arrangements or services (e.g., transportation, reservations) 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, Concierge) as necessary to resolve guest calls, requests, or problems.

Requirements

• College degree preferred.
• Minimum of two years’ experience in a luxury hotel preferred.
• Minimum of two years’ experience in customer service.
• Excellent telephone etiquette and exceptional guest recovery skills.
• Enjoy interacting with people in a fast-paced environment.
• Excellent organizational and time-management skills.
• Strong knowledge of MS Office (Word, Excel, PowerPoint, Outlook).
• Positive attitude and willingness to participate in a learning environment.
• Ability to integrate company values throughout all interactions.
• Ability to quickly adapt to new software products.
• Dependable and available to work weekends, nights, and/or holidays based on business demands.

Physical Requirements

• 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.

Pay

Base pay: $26.00 per hour (exclusive of incentive pay such as commissions, gratuities, etc.).