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Customer Experience Representative

2 months ago


Austin, Texas, United States Sonesta International Hotels Full time

Job Summary:

The Guest Services Agent is a vital member of the hotel team, responsible for delivering exceptional customer experiences and supporting the overall success of the hotel. As a key support for the Operations Manager, this role plays a critical part in ensuring seamless front desk operations and providing a high level of service to guests.

Key Responsibilities:

  • Provide exceptional customer service to guests, responding to their needs and resolving any issues in a timely and professional manner.
  • Support the Operations Manager in maintaining the highest standards of front desk operations, including check-in, check-out, and room assignments.
  • Collaborate with other hotel departments to ensure seamless communication and service delivery.
  • Contribute to the development and implementation of strategies to improve customer satisfaction and loyalty.
  • Participate in ongoing training and development to enhance skills and knowledge in customer service, hotel operations, and related areas.

Requirements:

  • Excellent communication and interpersonal skills, with the ability to work effectively with guests, colleagues, and management.
  • Strong problem-solving and conflict resolution skills, with the ability to remain calm and composed in high-pressure situations.
  • Ability to work in a fast-paced environment, prioritizing tasks and managing multiple responsibilities simultaneously.
  • Basic knowledge of hotel operations, including front desk procedures and policies.
  • Ability to maintain confidentiality and handle sensitive information with discretion.