Guest Service Agent

3 weeks ago

Tucson, United States Loews Hotels Business Services Center Full time

_**Training Class starts July 8th - Fully remote but must reside in local Tucson, AZ area.**_

Our Loews Hotels & Co Guest Services Agents are a critical piece of the puzzle when it comes to how our guests Experience Loews, serving as the voice of Loews Hotels & Co. to both prospective and in-house guests. Successful Team Members in this role are compassionate and solution-minded, serving our guests with empathy and enthusiasm as we create the ultimate Loews Experience with every engagement. Our Guest Services Agents provide our guests with the information and services they require via engagements ranging from traditional Concierge-syle calls to Front Desk-related inquiries. Guest needs are met by considerate and thoughtful members of our Loews Family, not automated responses or inflexible scripts. By actively engaging with each guest we ensure that every last detail of their stay is taken care of, allowing our guests to truly feel at home when they stay at Loews. We communicate with guests via phone and various forms of written correspondence - primarily “Text”. We are looking for Team Members that have hospitality in their DNA and, in turn, we offer an inclusive and empowered culture where our Team Members can flourish as part of our team and as an individual.

**Essential Functions and Responsibilities**
- Primary Engagement Channel - Incoming Voice Calls and Text Messaging
- Callers will include but are not limited to prospective guests, in-stay guests, vendors, team members, third parties and travel agents.
- Engages the guest with an unmistakable sense of courtesy, generosity, and professionalism while ensuring that every guest request or challenge is handled promptly with genuine care and escalated when necessary.
- Maintains and clearly communicates appropriate, site-specific knowledge regarding all hotel and room features and amenities for requested properties.
- Establishes and maintains thorough and professional communication with our properties, ensuring that all guest requests are clearly noted and documented in the appropriate system.
- Answers incoming calls in a polite, friendly and professional manner using a cheerful and pleasant voice.
- Follows all Loews guest engagement Standards.
- Uses appropriate CEC software and systems to verify identity/room number of the engaging guest.
- Actively listens and clarifies Guest needs; directs calls as needed to appropriate extensions.
- Assists guest with Engineering, Valet, Front Desk, Security, Bell Desk and Housekeeping requests without transfer.
- Record messages and guest requests in the appropriate software/system and forward messages and requests to respective individuals or departments.
- Provides accurate directions to the hotel from major inbound locations.
- Answers questions regarding hotel functions and facilities; is prepared to enhance their stay by sharing additional aspects of the Loews Experience.
- Maintains knowledge of all Hotel and area’s, events and activities. Communicates within the Guest Services and CEC team upcoming events which could impact our hotels and/or our guests.
- Receives and processes incoming guest requests and wake-up calls.
- Handles guest complaints to completion unless escalation is necessary.
- Receives and properly accommodates all Front Desk related calls

**Education**:High School Diploma or GED equivalent

**Experience**:

- 1-2 years customer-facing work experience, preferably in hospitality or sales
- Language Skills Preferred: English, Spanish, Portuguese and French

**Skills and Other Requirements**
- Demonstrated ability to read and communicate effectively and professionally - both writing and speaking - in English and any other dialect or language identified in the employee agreement.
- Active contributions to a collaborative and cooperative working environment.
- The ability to maintain confidentiality.
- A demonstrated willingness to maintain professionalism and composure while making sound business decisions in all situations.
- Adaptability, evidenced in the self-directed ability to organize a workload and adapt quickly to change.
- A demonstrated ability to perform both standard and intermediate spreadsheet functions using Microsoft Excel.
- Excellent customer service skills
- Ability to travel occasionally to onsite Loews Tucson location for meetings
- English, Spanish, Portuguese and French

**Equipment Provided to Employee**:
Desktop Computer with Keyboard and Mouse

Headset

Monitor(s)'

Work Remotely
- Yes

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Vision insurance

Schedule:

- 8 hour shift
- Holidays
- Monday to Friday
- Night shift
- Weekends as needed

Application Question(s):

- What is your hourly salary expectation?

**Education**:

- High school or equivalent (required)

**Experience**:

-

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