Guest Relations Agent
Full-time
Sandpiper Bay Resort
:
Join Our Team as a Guest Relations Agent and Elevate the Guest Experience!
/Summary:
The Guest Relations Agent assists in delivering exceptional service to guests to resolve issues, ensure elevated guest satisfaction, and increase revenue and brand loyalty.
ESSENTIAL JOB FUNCTIONS:
- Greeting guests, assisting with questions, and providing information about services, amenities, and local attractions
- Upselling rooms as well as add-on activities, amenities, and services.
- Reviewing VIP lists to confirm arrival times and make any necessary arrangements.
- Welcoming VIP guests and serving as a point of contact for handling their needs throughout their stay.
- Compiling welcome folders for arriving guests, including property map and pertinent information about activities, amenities, and hours of operation.
- Performing check-ins/check-outs for VIP guests and general guests as needed during peak times.
- Confirming travel arrangements and adjusting for late checkouts and early check-ins as needed.
- Empathizing with and assisting guests in resolving any issues they may experience during their stay.
- Recording all customer interactions in a logbook or customer relationship management software program.
- Following up on pending tasks and with guests to ensure complete resolution.
- Assisting other staff members with maintaining the appearance and organization of the main lobby.
- Other duties as assigned by Manager.
Skills and Experience
- HS Diploma/GED Required
- Experience in customer service, hotel/hospitality setting preferred.
- Familiarity with reservations systems and customer relationship management software - Proficiency in OPERA Cloud and ALICE Hospitality Operations System preferred.
- Strong oral and written communication skills to interact with guests and coworkers.
- Active listening skills to thoroughly understand guest needs and preferences.
- Problem-solving skills to offer quick, efficient, and effective solutions for guest issues.
- Strong attention to detail to accurately log guest information and follow up on tasks.
- Multi-tasking skills to attend to the needs of multiple guests simultaneously.
- Robust knowledge of the local area to make dining and activities recommendations.
- Familiarity with hotel health and safety standards.
Vacancy posted 11 hours ago
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