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Customer Service Ambassador
2 months ago
The Guest Relations Officer is a key member of our customer service team, responsible for providing exceptional experiences for our guests. This role requires a passion for delivering outstanding service, a commitment to exceeding guest expectations, and a strong ability to work in a fast-paced environment.
Key Responsibilities:- Provide a warm and welcoming greeting to all guests upon arrival
- Ensure guests are impressed from the moment they enter the building, while being escorted to their destination, and during departure
- Demonstrate a true passion for customer service, with a commitment to going above and beyond meeting guest expectations on a daily basis
- Work effectively as a team with fellow colleagues and vendor teams, taking ownership and responsibility of tasks
- Respond positively during unanticipated changing business priorities, jumping in to assist as needed
- Ensure that service levels are maintained during peak periods
- Check the Concierge Lobby Desk area in the morning and evening for maintenance issues that require attention
- Review visitors' schedules and flag all large groups that are expected to arrive
- Work efficiently with Security personnel as required and familiarize security protocols in terms of visitor management and emergency procedures
- Concierge Lobby Desk must be in pristine condition at all times
- Anticipate guest and property client needs and follow up to consistently exceed client expectations
- Meet the demands of a fast-paced environment by using good judgment when dealing with guests and clients
- Be familiar with local attractions and points of interest in and around the area, maintaining phone numbers and contacts as required
- Previous corporate/hotel hospitality experience in rooms division and/or guest services
- Solid understanding of basic Front Office procedures to be able to easily assist guests and clients with questions or concerns
- Ability to work well under pressure, dealing with many guest requests and questions within a short period of time
- Strong organizational and technical skills with ability to prioritize and multi-task in a fast-paced environment
- Ability to handle stressful situations, while maintaining a calm and welcoming demeanor
- Must be able to work a flexible schedule and willingness to work evenings and weekends
- Associates must portray an extremely positive and professional image; creating a five-star impression on a daily basis is a must
- Flexibility adapting to additional responsibilities - multi-tasking with MS Conference Center operations
- Competitive hourly rate
- Opportunities for career growth and development
- A dynamic and supportive work environment
- A comprehensive benefits package, including medical, dental, and vision insurance
- A 401(k) retirement plan
- Paid time off and holiday time off
- Associate shopping program
- Health and wellness programs
- Discount marketplace
- Identity theft protection
- Pet insurance
- Commuter benefits
- Employee assistance program
- Flexible spending accounts (FSAs)