Guest Services Agent

  Overview: The Guest Services Agent provides assistance and services for guests, as well as the hotel, in order to ensure pleasurable accommodations. This is a seasonal role, Memorial Day through Labor Day with the potential to extend based on business levels.   Responsibilities: Use friendly and appropriate expressions when engaging guests Be able to perform all front desk agent checklists AM, PM and Overnight (if needed) Be able to use the hotel telephone systems Be able to perform all Ideal Services checklists AM, PM, and Overnight (if needed)  Follow-up with guest complaints to ensure that any problems are resolved Direct guests to the Front Desk or meeting rooms Assist in the management of hotel guest’s amenity program Assist in management and execution of the hotels pre-arrival, during stay and pre-departure calls. Notify the Front Desk and Guest Services of VIP arrivals whenever possible Engage in conversation with as many guests as possible Perform as “backup buddy” in the absence of a loyalty ambassador. Assist in the management of hotels text messaging and email correspondence with guests Attend all designated staff meetings and training sessions Work closely with all operating departments on the execution of our property VIP program. Maintain lobby presence during peak times in an effort to greet guests, escort guests and assist in management of front drive during high demand periods. Assist in the planning and execution of lobby activations during peak demand periods. Complete all tasks assigned by manager Aid guests in locating other areas of the hotel (walk them to destination if possible) Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications Qualifications: Previous experience with hotel guest services highly preferred Intermediate Microsoft office experience highly preferred Excellent customer service skills Must have strong communication, presentation, training and organizational skills Maintain a professional business appearance, attitude and performance Must be able to work a flexible schedule including weekends and holidays Ability to stand, sit, walk for extended portions of the work day Ability to lift up to 50lbs