Principal Responsibilities/Position Purpose:
Guest experience agent is responsible for answering incoming calls and directing calls to guest rooms through the telephone console or to hotel personnel or departments. Taking and distributing messages for guests, providing information on guest services, and answering inquiries about public hotel events.
Essential Functions:
· Operate telephone switchboard station to answer telephone calls.
· Process guest requests for wake-up calls, screening calls, and other requests related to placing or receiving telephone calls.
· Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
· Answer, record, and process all guest calls, requests, questions, or concerns.
· Receive, record, and relay messages accurately, completely, and legibly.
· Log all guest requests or issues into Hubs and follow up with guest to ensure their request has been met to their satisfaction.
· Coordinate with HSK all the “lost” items that the guests asked for.
· Provide information to guests about room features, property amenities, and local areas of interest.
· Assist guests with accessing the internet.
· Answer guest emails.
· Booking and managing of the requests for both external and internal services (restaurants reservations, car rental, massage, etc.)
· Prepare VIP guests list and communicate it to rest of the departments with the assigned amenities and handwritten welcome note.
· Answer all the positive reviews in Booking, Expedia, Google and Tripadvisor.
· Review guest arrival lists to offer a warm greeting.
· Attend to distinguished visitors (such as VIPs) and respond to their questions.
· Assist with the preparation of welcome folders with material (e.g. room service menus, area descriptions)
· Promote services and provide information about amenities, the neighborhood, and venues.
· Anticipate guest needs and establish a rapport with them by assisting them with specific tasks (e.g. confirming travel arrangements, taking messages)
· Address customer complaints and, if necessary, escalate them.
Other Duties
· All Associates are required to fully comply with hotel and departmental rules, regulations, and policies for the safe, secure, effective, and environmentally friendly operation of the hotel facilities. Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etc.
· Attend and participate in all hotels and/or departmental meetings, training sessions and other information meetings.
· Regular attendance in conformance with hotels standards is essential to the successful performance of this position.
· Comply with hotel grooming standards for both uniformed and non-uniformed associates.
· Comply with hotel service and behavioral standards towards our guests, vendors, and fellow colleagues, including, but not limited to ensuring proper phone etiquette, courteous and respectful behavior and maintaining a friendly and positive attitude.
· Perform all other duties as directed by management that are consistent with the policies and procedures of the hotel.
