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Guest Experience Ambassador
2 months ago
At Montage International, we are seeking a skilled Guest Experience Agent to join our team. This role is responsible for providing exceptional customer service and ensuring a seamless guest experience.
", "essential functions": "- Provide excellent customer service and respond to guest inquiries in a timely and professional manner.
- Assist with guest folios, invoicing, and billing.
- Think creatively to solve guest stay areas of opportunity and exceed guest expectations.
- Communicate and partner with department leaders and hourly associates to ensure a personalized guest experience.
- Maintain accurate records and be knowledgeable about hotel services and local surroundings.
- Provide excellent customer service to all guests and take reservations using proper hotel verbiage.
- Accurately input and organize reservation information via rooming lists, internet, travel agency requests, sales department, and reception.
- Maintain accurate logs of and charge for special requests and amenities.
- Answer and direct in-bound calls to the hotel and use email and fax systems to coordinate and respond to correspondence.
- Understand the selling strategy for the hotel and follow it.
- Process rooming lists accurately and control and block rooms for special groups.
- Ensure all reservations are transferred to PMS or front office system accurately.
- Aggressively sell hotel rooms to maximize transient room revenue using up-selling and yield management techniques.
- Memorize hotel facilities and give clear directions to the hotel for inquiring guests.
- Take guests In Room Dining orders with 100% accuracy.
- Assist with e-mails, Guest amenity traces, and data entry and filing.
- High School Diploma or equivalent, Bachelor's Degree preferred.
- Minimum of two years' experience in a hotel operations environment.
- Minimum of two years' experience in customer service.
- Possess basic math skills and have the ability to accurately handle billing.
- Ability to communicate clearly and speak, read, write, and understand English well.
- Advanced skills in Word, Excel, PowerPoint, and Outlook.
The work environment is moderate and controlled by hotel environmental systems. Must be able to sit at a desk for up to 6 hours a day. Walking and standing are occasionally required. Must be able to lift up to 15 lbs. on a regular and continuing basis.
", "pay scale": "$23.26"}