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Guest Relations Specialist

2 months ago

Healdsburg, California, United States Montage International Full time

Embrace Your Passion. Create Unforgettable Experiences.

At Montage International, we are redefining hospitality, and it takes dedicated individuals to bring our vision to fruition. Our culture is built on the principle of pursuing what you love. If this resonates with you, we invite you to explore this opportunity.

We encourage applicants with disabilities and provide reasonable accommodations as necessary. Please discuss any requirements with our hiring managers during the selection process.

Position Overview

The Guest Relations Specialist plays a crucial role in addressing all guest inquiries and communications received before, during, or after their stay. This position involves coordinating unique guest requests to deliver a personalized and memorable experience. The role is integral to the organization, acting as a proactive partner in achieving the company's objectives, vision, mission, and values.

Key Responsibilities

Responsibilities include, but are not limited to:

  • Delivering exceptional customer service and demonstrating excellent telephone etiquette while striving to meet departmental and property goals.
  • Assisting with guest accounts, invoicing, and billing inquiries.
  • Proactively identifying and resolving areas of opportunity to enhance guest satisfaction, going above and beyond to exceed expectations.
  • Collaborating with department leaders and team members to ensure a seamless and personalized guest experience.
  • Maintaining accurate records for guest accounts and possessing knowledge of hotel services and local attractions to effectively respond to guest inquiries.
  • Providing outstanding service to all guests and managing reservations using appropriate hotel terminology, adhering to established standards.
  • Accurately entering and organizing reservation details from various sources, ensuring proper follow-up.
  • Keeping precise logs of special requests and amenities, ensuring they are properly recorded in the property management system.
  • Handling incoming calls to the hotel and efficiently managing email and correspondence.
  • Understanding the hotel's sales strategy by staying informed about room inventory status.
  • Processing group reservations accurately, including all modifications and cancellations.
  • Managing room assignments and pre-blocking for special groups.
  • Ensuring that all reservations are accurately transferred to the property management system.
  • Actively promoting hotel rooms to maximize revenue through effective upselling and yield management techniques.
  • Familiarizing oneself with hotel facilities and providing clear directions to guests.
  • Taking In-Room Dining orders with precision, including special requests.
  • Assisting with email correspondence, guest amenity tracking, data entry, and filing tasks.
  • Proficiently using Opera, Alice, Micros, and other internal systems.
Qualifications
  • High School Diploma or equivalent; Bachelor's Degree preferred.
  • At least two years of experience in a hotel operations environment.
  • A minimum of two years of customer service experience.
  • Basic math skills and the ability to manage billing accurately.
  • Strong communication skills, with proficiency in speaking, reading, writing, and understanding English.
  • Advanced proficiency in Word, Excel, PowerPoint, and Outlook; daily use of these programs is expected.
Physical Requirements

Most tasks are performed indoors in a controlled environment. The role requires sitting at a desk for extended periods, with occasional walking and standing. Ability to lift up to 15 lbs. regularly is necessary. This position involves manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and visual acuity.

The compensation for this position is competitive and commensurate with experience.

Montage International is proud to be an equal opportunity employer. We maintain a drug-free workplace and conduct pre-employment substance abuse testing.