Guest Service Agent

JOB DUTIES AND RESPONSIBILITIES

• Manage hotel amenity program, reviews options with guests, prepares, and delivers them as assigned and needed
• Inspect VIP rooms and pre-set amenities
• Reach out to each VIP and special occasion guests 1 week prior to their arrival
• Reach out to each VIP and special occasion guest during their stay
• Review incoming packages and special rate code guests
• Review all group resumes and be knowledgeable of group contacts and group goals
• Gain familiarity and be the expert on property for information on the city's geography, restaurants, amenities, clubs and tourism industries to provide accurate information to hotel guests
• Personally develop relations with well-established services: baby-sitters, florists, beauty and barber shops, in room spa services, local convention and visitor bureau, and local venues
• Be familiar with all local events and activities and communicate those events to entire staff
• Recommend community activities to guests
• Work with housekeeping when lobby and public area needs attention and ensures it is presentable by organizing books, fluffing pillows, wiping down high touch areas
• Assist Front Desk with phones, guest communication, check-ins and check-outs when necessary
• Assist leadership with maintaining Pass-On log with Front Office team
• Observe Front Office, F&B, and Valet guest interactions. Encourage positive and informative guest encounters through communication with associates

EDUCATION AND EXPERIENCE

• Minimum of years in hotel customer service experience
• Minimum of 1 year of concierge experience or like position
• Minimum of High School education, post-high school education preferred

KNOWLEDGE, SKILLS AND ABILITIES

• OnQ and Kipsu working knowledge preferred
• Outgoing personality
• Ability to communicate effectively verbally and written
• Team player
• Ability to exceed expectations of guests
• Customer service focus