Guest Relations Agent

Summary

The Guest Relations Agent is responsible for conducting pre-arrival guest calls to assist with arrangements, activities, and experiences. They also respond to guest requests for special arrangements or services.

Essential Functions

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

Qualifications

• College degree preferred.
• Minimum of two years' experience in a luxury hotel preferred.
• Minimum of two years' experience in customer service.
• Excellent telephone etiquette.
• Exceptional guest recovery skills.
• Enjoy interacting with people in a fast-paced environment.
• 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 adapt to effectively using new software products.
• Must be dependable and available to work within the resort on 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.

Qualifications

• 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.

Equal Opportunity Employer

We are proud to be an Equal Opportunity Employer and consider applicants for all positions without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or any other characteristic protected by law.