Guest Relations Agent

Guest Relation Agent

The Ocean House Collections includes 3 luxury properties. The Ocean House features 49 luxury guest rooms, 20 signature suites and 7 private villa vacation homes. 12,000 square foot OH! spa. Over 10,000 square feet of indoor and outdoor meeting space. Up to 8 unique dining options during summer season.

The Weekapaug Inn offers quintessentially New England accommodations that effortlessly combine casual comfort and luxurious furnishings. The Inn features 31 unique guest rooms and 4 two-bedrooms signature suites. Farm-to-table dining utilizes the finest and freshest locally sourced ingredients, and inspired amenities and resort activities are designed to create extraordinary guest experiences.

The Watch Hill Inn established in 1845, Watch Hill Inn carries with it a unique history marked by fame, natural disasters and, among all, resilience. Chic, minimalist decor intertwines with cutting edge technology like complimentary Apple TV, Netflix and an in-room iPad program that allows guests to order food and services to their door with the touch of a button. The Inn features 21 suite style accommodations with unrestricted access to dining, amenities, and resort activities at both Ocean House and Weekapaug Inn.

Scope of Position

The Guest Relations Agent serves as the guest liaison for both resort and non-resort services to our guests. Constantly and consistently exhibit Ocean House core values and standards of behavior including adherence to the Forbes 5-Star standards. The ideal candidate will pro-actively greet guests warmly and provide a pleasant and comfortable experience. Where possible, pro-actively offer services, activities or resolutions that are personalized to the guests needs. In addition, possess an exceptional ability to engage in friendly, polite conversation even if a guest becomes upset.

Hourly Staff Schedule Requirements

All employees are kindly asked to understand that the property operation is 24 hours a day 7 days a week, inclusive of all holidays. While the company will make every attempt to create a work and life balance, all hourly paid team members may be asked to work extended shifts and additional days based on business demands. The busiest of days during the season (Memorial Day through Columbus Day) are the weekend days from Friday through Sunday and on holiday weekends that are celebrated on Mondays, this can include Mondays. All seasonal staff must be aware and able to work all weekends; requesting time off for a holiday weekend may not and will likely not be granted. The more flexible you are the more you can learn, grow, earn.

Reporting Relationship

Internal: The Guest Relations Agent reports to the Front of the House Manager.

Key Responsibilities

• Must speak clearly, understandably and have exceptional conversation and telephone skills.
• Pro-actively engage all guests approaching the desk and respond with positive and engaging conversation, addressing guest concerns or questions.
• Utilize computer systems to enter registration information efficiently and accurately.
• Ability to maintain engaged conversation while using computer equipment.
• Follow proper procedures related to collection of payment, dates of stay and guest contact information.
• Efficiently complete check-out transactions with guests in a friendly manner and invite them to return soon.
• Assist Destination Service Agent with overflow of calls and transfer callers to appropriate extension as necessary.
• Complete required reports and paperwork as directed by supervisor.
• Maintain room number, key and credit card information control and confidentiality.
• Responsible for practicing, managing, and promoting OHM's Mission and Values so that it becomes an intricate part of the everyday operation.
• Represent the Company with a positive attitude and professional attire.
• Follow sustainability guidelines and practices related to Ocean House Collection's sustainability programs.
• Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the role.
• Other duties as assigned.

Required Job Knowledge, Skills, Qualifications and Education

• High School Diploma, GED, or comparable certification
• Experience in a call center or administrative role preferred.
• Experience in a guest-facing service role preferred.
• Luxury hospitality experience preferred.
• Has used a telephone for verbal communications.
• Time spent in a high-pressure, high-volume atmosphere preferred.
• Previous experience on a professional team preferred.
• Comprehending basic computer & typing skills.
• Experience working with Microsoft Office programs such as Word, Excel, and Exchange (email)
• The ability to answer, listen and communicate clearly with callers and team members.
• Fluency in English both verbally and in writing
• Ability to perform job functions with attention to detail, speed, and accuracy under pressure of tense/confrontational situations.
• Uphold the Company standards, policies, and procedures.
• Prioritize and organize tasks and work area.
• Ability to remain calm and resolve problems using good judgement as interpreted by the management.
• Follow directions.
• Work cohesively with co-workers as part of a team
• Maintain confidentiality of guest/employee information and pertinent company data

Physical Requirements:

See below Physical conditions description.

This job description in no way states or implies that these are the only duties to be performed by the person occupying this position. The person in this position will be required to perform any other job-related duties assigned by their supervisor.

Physical Activities, Visual Acuity, and Working Conditions of:

Guest Relation Agent

I certify that I have read the physical requirements as set forth below and am physically able to perform the necessary duties as indicated herein.

1. General Physical Requirements

Please check the ONE description of general physical requirements that best describes the work requirements of the position:

A. Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

B. Light work: Exerting up to 20 pounds of force occasionally and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of force greater than that for Sedentary Work and the worker sits most of the time, the job is rated for light work.

C. Medium work: Exerting up to 50 pounds of force occasionally and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

D. Heavy work: Exerting up to 100 pounds of force occasionally and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.

E. Very heavy work: Exerting in excess of 100 pounds of force occasionally, and/or in excess of 50 pounds of force constantly to move objects.

2. Physical Activities

Please check ALL physical activities that apply to the essential functions of the position:

A. Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms. Body agility is emphasized. This factor is important if the amount and kind of climbing required exceeds that required for ordinary locomotion.

B. Balancing: Maintaining body equilibrium to prevent falling when walking, standing, or crouching on narrow, slippery or erratically moving surfaces. This factor is important if the amount and kind of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.

C. Stooping: Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full use of the lower extremities and back muscles.

D. Kneeling: Bending legs at knee to come to a rest on knee or knees.

E. Crouching: Bending the body downward and forward by bending leg and spine.

F. Crawling: Moving about on hands and knees or hands and feet.

G. Reaching: Extending hand(s) and arm(s) in any direction.

H. Standing: Particularly for sustained periods of time.

I. Walking