Summary

The Guest Relations Agent greets and registers guests, providing prompt and courteous service with professionalism. Will assist with guests departing the Resort and is capable of resolving and/or assisting with guest challenges throughout their stay. The Guest relations agent is capable of promoting hotel amenities and services to the guests.

Essential Functions

Job duties include, although are not limited to:

• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Ensures guest knows location of room, and arranges for team member to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
• Ensure rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment. Converts foreign currency at current posted rates.
• Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provides accurate information such on outlet hours, special VIP programs, events, etc.
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion.

Internal Relationships

Reports to Front Office Supervisor, Assistant Front Office Manager, Front Office Manager, Assistant Director of Front Office and the Director of Front Office

External Relationships

Has regular contact with Guest Relations, Bell Team and Experience Center.

Qualifications

• Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.
• Ability to access and accurately input information using a moderately complex computer system, including property management systems.
• Knowledge in Microsoft Office, Word and Excel.

Education/Experience Requirements

• High School graduate or equivalent required
• Degree in Hospitality or Hotel Management is preferred
• Experience in a luxury hotel/resort setting preferred

Physical Requirements

Frequency Key:

Rare - up to 1 hour, Occasional - 1-3 hours, Frequent - 3-6 hours, Constant - 6-8 hours

Physical Activity Frequency

Sitting Frequent

Walking Frequent

Climbing stairs Frequent

Standing Constant

Crouching/Bending/Stooping Frequent

Reaching Frequent

Grasping Constant

Pushing/Pulling Frequent

Near Vision Constant

Far Vision Constant

Hearing Constant

Talking Constant

Smell Occasional

Taste Never

Lifting/carrying (#50 lbs.) Occasional

Travel Rare

Standing, bending, stooping, and lifting weights up to and including 50 lbs. may be required.

We’re proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neuro-diversity, disability, age, or veteran status, or any other non-merit based or legally protected grounds