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Guest Relations Agent

3 months ago

New York, United States The Mark Full time

$31.05 per hour.

We are currently looking for a Guest Relations Agent who is passionate about providing the highest level of service, a great communicator, and detail oriented:

  • Report to the Director of Guest Relations and provide support with all Reservations & Guest Relations duties
  • Handle all telephone inquiries with prompt courtesy, while applying the hotel's selling strategy and selling technique, in order to achieve budgeted goals and maximize revenue
  • Successfully complete a room reservation for any given time period knowing the types of accommodations, rates and special services are available. In addition, the ability to properly code and audit all reservations by market segment, company, source, origin, travel agent, etc.
  • Process internal reservations, management reservations, reservations from the GDS, house/comp requests, travel agent rates and emails
  • Handle high volume of phone calls and email correspondence
  • Must have a positive attitude and strong attention to detail
  • Must be willing to leave desk at times to visit other departments of hotel, guestrooms and guests upon arrival
  • Send pre-arrival emails to all guests
  • Must be flexible with scheduling.
  • Ensure and provide flawless, upscale, professional and high class guest service experiences
  • Respond to guests needs and anticipate their unstated ones
  • Actively listen and resolve guests' complaints
  • Oversee and coordinate all arrivals
  • Provide wellness calls to in-house guests
  • Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
  • Promote all amenities, conveniences and programs offered
  • Arrange food and beverage amenities for guests upon arrival and throughout visit. Tailor per guest preferences
  • Work closely with all operational departments of hotel

Requirements:

At least 1 year prior experience in the guest service industry, preferably in a luxury property.

Knowledge of computers and various programs such as Microsoft Word and Excel.

Knowledge of Opera is preferred.

Highly motivated with excellent communication skills.

A creative problem solver

Passionate about guest service and satisfaction

Extremely organized and able to prioritize in a busy environment

Bachelors Degree preferred