Guest Service Agent

About the role

Embark on a dynamic role as a Guest Service Agent, where your passion for hospitality and impeccable customer service will shine. The Guest Service Agent serves as the first point of contact for guests and plays a key role in creating a seamless and memorable arrival and departure experience.

Responsibilities

• Ensure the guest experience meets or exceeds all Auberge Collection quality and service standards from arrival through departure.
• Welcome guests warmly and perform efficient check-in and check-out procedures.
• Prepare necessary arrival documentation including registration cards, restaurant reservations, spa appointments, and other confirmations to support a smooth arrival experience.
• Accurately record guest preferences and special requests within the property management system and communicate them to appropriate departments.
• Escort guests when appropriate and provide clear directions to guest rooms, restaurants, spa facilities, and other resort amenities.
• Respond promptly and tactfully to guest questions, concerns, or service recovery situations.
• Ensure billing arrangements are handled accurately in accordance with hotel policies and procedures.
• Maintain a clean, organized, and professional front desk workspace.
• Answer and direct all incoming calls in a courteous and efficient manner while maintaining professional telephone etiquette.
• Serve as a central communication point for the resort, connecting guests with the appropriate departments and team members.
• Accurately record and relay messages to guests and staff, ensuring timely delivery and follow-up.
• Schedule and execute wake-up calls as requested by guests.
• Respond to guest inquiries via phone and messaging platforms with clear, prompt, and professional communication.
• Act as an ambassador of the resort by providing information about property amenities, dining experiences, spa services, activities, and local attractions.
• Aid guests with reservations, transportation arrangements, and general inquiries.
• Maintain thorough knowledge of all resort facilities and services in order to anticipate guest needs and actively promote resort offerings.
• Handle the receipt, logging, and coordination of guest packages and mail deliveries.
• Maintain accurate records of packages including tracking numbers, delivery dates, and recipient information.
• Communicate with housekeeping, engineering, concierge, and other departments to ensure timely completion of guest requests.
• Report operational irregularities, guest concerns, or discrepancies to the Manager on Duty and record them in the departmental logbook.
• Remain knowledgeable of all resort emergency procedures and act as a communication point during emergencies.
• Respond to urgent situations calmly and efficiently while following established safety protocols.

Qualifications

• One year experience at a hotel
• Able to work on a flexible schedule, including weekends and holidays, according to department needs

Desirable

• Experience at a luxury hospitality property
• Superior professional appearance and manner, good character to work on a fast-paced team

Skills

• Great communication skills
• Confidence and ability to perform under pressure

Physical Demands

Must be able to sit or stand for at least 8 hours and be able to maneuver at least 35 pounds.

About Auberge Collection

Auberge Collection is a portfolio of extraordinary hotels, resorts, residences and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, innovative wellbeing, and gracious yet unobtrusive service. With 30 one-of-a-kind hotels, resorts, and residences, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations.

About Friedkin

Friedkin is a privately held family of global brands spanning automotive, entertainment, hospitality, investments, and sports. Founded in 1969 and headquartered in Houston, Texas, the company is led by Chief Executive Dan Friedkin, and united by a mission to build breakthrough brands that redefine the status quo. The Friedkin portfolio includes Gulf States Toyota, 30WEST, Accelerated Solutions Group, AS Roma, Ascent Automotive Group, Auberge Collection, Congaree, Copilot Capital, Diamond Creek, Everton Football Club, GSFSGroup, Imperative Entertainment, Legendary Expeditions, NEON, Northside Lexus, Pursuit Sports, The Friedkin Group International, USAL and Westside Lexus.

Pay

$23.00-$25.00 hourly

Schedule

Flexible schedule, including weekends and holidays, according to department needs

Benefits

Not specified