Guest Services Representative

4 days ago

Orlando, Florida, United States Villatel Full time
Job Summary

Villatel is seeking a Guest Services Agent to provide exceptional guest experiences across various resort properties. This role involves engaging with guests, collaborating with departments, and providing unparalleled service to enhance guest satisfaction.

Key Responsibilities
  • Guest Interaction: Assist with check-in and check-out procedures, and provide information about resort amenities, services, and local attractions.
  • Concierge Services: Act as a resource for guests by providing recommendations for dining, entertainment, and activities, and arranging reservations or transportation as requested.
  • Guest Assistance: Address guest inquiries, requests, and concerns promptly and courteously, either in person, via phone, or through electronic communication channels.
  • Coordination with Departments: Collaborate with operations, maintenance, dispatch, and housekeeping teams to fulfill guest requests, resolve issues, and ensure a seamless guest experience.
  • Maintenance Support: Coordinate with maintenance personnel to address guest room maintenance issues, ensuring timely resolution and minimal inconvenience to guests.
  • Dispatch Communication: Liaise with dispatch agents to communicate guest requests, prioritize tasks, and coordinate resource allocation to meet service demands effectively.
  • Housekeeping Assistance: Assist housekeeping staff with guest room inspections, ensuring cleanliness standards are maintained and any deficiencies are addressed promptly.
  • Guest Feedback Management: Solicit feedback from guests regarding their stay, actively listen to their concerns or suggestions, and relay relevant information to management and appropriate departments for action.
  • Administrative Tasks: Perform various administrative duties such as handling guest paperwork, processing payments, and maintaining accurate records of guest interactions and service requests.
Requirements
  • Hospitality Experience: Previous experience in a customer service or hospitality role, with a passion for providing exceptional service and creating memorable guest experiences.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to interact professionally and effectively with guests and colleagues from diverse backgrounds.
  • Problem-Solving Abilities: Strong problem-solving skills and the ability to think quickly on your feet to address guest inquiries or resolve issues in a timely and satisfactory manner.
  • Team Player: Ability to work collaboratively with colleagues and departments to achieve common goals and ensure guest satisfaction.
  • Attention to Detail: Meticulous attention to detail to ensure accuracy in guest bookings, payments, and service requests, as well as in maintaining cleanliness and presentation standards.
  • Flexibility: Willingness to work variable hours, including evenings, weekends, and holidays, to accommodate the needs of guests and the operational requirements of the resort properties.
  • Customer Focus: A genuine passion for hospitality and a dedication to exceeding guest expectations through personalized service and attention to detail.

Villatel is an equal opportunity employer and welcomes applications from diverse candidates. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

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