Guest Relations Agent

2 weeks ago


Port Saint Lucie, United States Sandpiper Bay Resort Full time
Job DescriptionJob DescriptionDescription:

Job Description/Summary:

A Guest Relations Agent assists in delivering exceptional service to guests (boost guest satisfaction rates, resolve issues, increase revenue to benefit a hotel’s bottom line).


ESSENTIAL JOB FUNCTIONS:

  • Compiling welcome folders that include maps, room service menus and information about amenities.
  • Confirming travel arrangements and making adjustments for late checkouts and early check-ins as needed
  • Reviewing arrival lists to identify VIP guests.
  • Greeting VIP guests and serving as a point of contact for handling their needs throughout their stays
  • Providing information about services, amenities, and local attractions
  • Recording all customer interactions in a logbook or customer relationship management software program
  • Empathizing with upset guests and helping to resolve their issues.
  • Assisting other staff members with maintaining coffee and breakfast areas in the lobby
  • Any other duties assigned by Supervisor.


Technical Skills

  • Computer & Software skill - proficient in OPERA Cloud, ALICE Hospitality Operations System preferred
  • Active listening skills to understand guests’ needs and desires
  • Problem-solving skills to offer solutions when guests lodge complaints
  • Strong oral communication skills to interact with guests and coworkers
  • Attentiveness to detail to properly log guest interactions and create welcome packets
  • Robust knowledge of the local area to make dining and activities recommendations
  • Multitasking skills to attend to the needs of multiple guests at once
  • Computer skills to utilize reservation systems, email and customer relationship management software
  • Familiarity with hotel health and safety standards


Requirements:



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