Pre-Arrival Agent, Executive Office

Pre-Arrival Agent

Ensure that all preparations are made for a guest's stay before they even arrive, creating a seamless and exceptional 5-Star experience right from the moment they book. The role revolves around anticipating guest needs, providing personalized service, and ensuring that every detail is in place for the guest's arrival. The pre-arrival agent plays a critical role in shaping the guest's overall experience.

Job duties include, although not limited to:

• Guest Profiling and Personalization:
• Gathering and Updating Information: The pre-arrival agent collects essential details about guests, such as preferences (e.g., room type, bed configuration, amenities) and any special requests (e.g., dietary restrictions, anniversary or birthday celebrations). They ensure that this information is recorded accurately in the hotel's system.
• Tailoring the Experience: Based on the gathered information, they personalize the guest's stay by preparing special amenities, arranging personalized services, and ensuring that all preferences are considered in the planning (e.g., pillow preferences, room temperature).
• Confirming Reservations and Special Requests:
• Reservation Confirmation: The agent confirms the guest's reservation, ensuring that everything is correct, including dates, room type, and any special requests made at the time of booking, and creates an itinerary for the guest.
• Special Arrangements: They verify and coordinate any special arrangements requested by the guest, such as transportation (airport transfers), spa treatments, or dining experiences.
• Communication and Coordination:
• Pre-Arrival Communication: The agent reaches out to guests via email or phone to confirm details, offer upgrades, and provide important information (e.g., check-in times, hotel amenities, available services, and any special offers).
• Liaising with Other Departments: The pre-arrival agent works closely with various hotel departments (housekeeping, front desk, concierge, food & beverage, etc.) to ensure all preparations are made ahead of time and that the guest's needs will be met as expected.
• Upselling and Enhancing the Experience: They may also communicate upselling opportunities to guests, such as offering room upgrades or additional amenities.
• Anticipating and Managing Guest Needs:
• Anticipating Guest Preferences: By analyzing the guest's previous stays (if applicable) and preferences, the agent anticipates what the guest may need. For example, if a guest has stayed at the hotel before and requested a specific type of level for the room, the agent ensures these are ready upon arrival.
• Addressing Special Needs: If the guest has any specific needs (e.g., mobility challenges, medical requirements, special requests for children), the agent ensures that all arrangements are made to accommodate them before the guest arrives.
• Handling Guest Inquiries and Requests:
• Answering Questions: Responding to any inquiries or requests from guests prior to arrival, whether about hotel services, directions, or the local area.
• Pre-Arrival Problem Solving: Resolving any issues or concerns that arise before the guest's stay, such as booking errors, special requests, or specific needs, to prevent any disruptions during the stay.
• Maintaining High Standards of Service:
• Adherence to Hotel Standards: Ensuring that the pre-arrival process follows the hotel's established service standards for excellence (Forbes 5-Star), luxury, and attention to detail.
• Documenting and Tracking Requests: Ensuring that all details and requests are accurately documented and shared across departments for smooth execution (adding notes on PMS).
• Perform other reasonable duties as required by management.

Key Skills:

• Exceptional Communication: Both verbal and written, to maintain high standards of interaction with guests.
• Excellent Customer Service: Attention to detail, understanding and anticipating guests' needs, empathy, and active listening to connect with guests.
• System Proficiency: Property management system (PMS) to manage reservations and all other systems used to book experiences and create guests' itineraries. Proficiency in email platforms and other communication tools, like Kipsu to interact with guests.
• Sales and Upselling Skills: The ability to upsell or suggest additional services that may enhance the guests' experience.
• Organizational and Time Management: Multitasking, prioritizing, and coordinating. Handling multiple guest requests, phone calls, emails, and coordination with various departments efficiently, without compromising quality.
• Problem Solving: Ability to handle any unexpected situation or request from guests.
• Cultural Sensitivity and Discretion: Understanding and respecting different cultural norms and the need for confidentiality.
• Knowledge of Hotel Services and Local Attractions: Solid understanding of all hotel services, amenities, and offerings but also familiarity with local dining options and activities.

Internal Relationships:

Reports directly to the VIP/Pre-arrival Manager and to the Deputy Chief of Staff as part of the Executive Office of the President. The pre-arrival agent works closely with all properties and departments of the resort.

External Relationships:

It has regular contact with the resort's guests. Maintains appropriate relationships with these and other constituencies to enhance the image of the company and the attainment of its objectives.

Education/Experience Requirements:

• Education: High school graduate or equivalent required. Preferred associate or bachelor's degree in hospitality management, Business Administration, or related field. A master's degree or specialized certifications (e.g., CHA, CMP) is preferred.
• Experience: Minimum of 1-3 years of progressive experience in a luxury hotel or resort.
• Key Attributes

Physical Requirements:

Lifting 50 lbs. maximum with frequent lifting and carrying of objects weighing up to 25 lbs. It requires walking or standing to a significant degree, as well as reaching, handling, feeling, talking, hearing, and seeing.

In the United States we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing