Guest Service Agent

6 days ago

Rancho Palos Verdes, United States Terranea Resort Full time

Overview:
The Guest Service Agent is responsible for greeting and welcoming guests, initiating the overall first impression of our guest’s experience both at the Front Desk and utilizing the resort’s telephone system. You will check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. In addition, the Guest Service Agent will promptly answer phones using a positive and articulate speaking voice with accurate verbiage. You will exercise judgement while handling inquires, and respond in a timely manner with accurate and thorough information to all guests and visitors; coordinating with other departments to ensure the overall guest experience is above expectations.

**Responsibilities**:

- Follow AAA and Forbes standards to assist guests with exceptional verbal and written communication skills.
- Maintain high standards of personal appearance and grooming, which include wearing the proper attire/uniform and name badge when working.
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Be part of a cohesive team with a singular focus on creating the best possible guest experience by maintaining positive guest relations at all times.
- Process all guest check-ins and checkouts.
- Respond to all incoming telephone calls within three rings, using proper salutation and closing with a positive and articulate voice. Route caller to requested guest or department.
- Take all in-house calls and enter into HotSOS for dispatch to appropriate department; follow-up on all calls to ensure guest satisfaction.
- Communicate services and amenities of the hotel to guests; assist with Concierge services such as: restaurant reservations and recommendations, driving directions, transportation needs and other requests as needed using ALICE and Open Table systems.
- Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
- Document all guest requests, opportunities or challenges in Opera; resolving those opportunities that you feel comfortable doing so, to ensure guest satisfaction.
- Take, record and relay messages accurately, completely and legibly.
- Anticipate guests’ needs, responding promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain complete knowledge at all times of:

- all hotel features/services, hours of operation
- all room types, numbers, layout, decor, appointments and location
- all room rates, special packages and promotions
- daily house count and expected arrivals/departures
- room availability status for any given day
- scheduled daily group activities, if any
- Meet with Manager on Duty to review daily assignments and priorities.
- Coordinate and follow up with Housekeeping and Porter teams to ensure all due outs are clear by Resort’s check out time and/or guaranteed check out time.
- Have a thorough understanding of hotel occupancy trends.
- Appropriately protect confidential guest information and guest key access.
- Generate, print and distribute daily and weekly reports.
- Settle guest accounts; assist guests with billing inquires and make adjustments if necessary.
- Create Terranea gift cards and process payment for both hotel guests and non-hotel guests.
- Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.

**Additional Duties & Responsibilities**:

- Be familiar with the Front Office, Porter, Housekeeping and Reservations department’s policies, procedures and overall operations.
- Work as an Experience Concierge when necessary

Qualifications:

- Developed computer proficiencies with Opera preferred.
- Ability to communicate, both verbally and written, effectively with guests, vendors and co-workers.
- Strong organization, motivation, and interpersonal skills.
- Critical thinking, problem solving, judgement and decision-making abilities.
- Strong verbal and written communication skills. Fluent in multiple languages is highly preferred.
- Detailed oriented and strong organizational and multi-tasking skills.
- Ability to effectively cope with change, handle risk and uncertainty comfortably, ability to shift gears at a moment’s notice while being composed under pressure. Does not show frustration when dealing with upset guests or associates.
- Relates to all types of people - up, down, and sideways, inside and out the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.
- Genuinely cares about people, demonstrates real empathy and the joys and pains of others.
- Professional and appropriate business appearance and demeanor aligned with the Terranea brand, culture and grooming policy.
- Flexibility to meet the demands of a 24-hour operation. Due to the nature of t

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