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    Guest Services Agent-12 - Nashville, United States - Loews Hotels

    Loews Hotels
    Loews Hotels Nashville, United States

    3 weeks ago

    Default job background
    Full time
    Description

    Loews Hotels & Co is a leading owner and operator of luxury hotels with a portfolio consisting of 26 hotels and resorts in the United States and Canada.

    Located in major city centers and resort destinations from coast to coast, the Loews portfolio features one-of-a-kind properties that go beyond Four Diamond standards and embrace their "uniquely local" community in order to curate exciting, approachable and local travel experiences for guests.

    Essential Functions and Responsibilities


    • Primary Engagement Channel - Incoming Voice Calls and Text Messaging
    • Callers will include but are not limited to prospective guests, in-stay guests, vendors, team members, third parties and travel agents.
    • Engages the guest with an unmistakable sense of courtesy, generosity, and professionalism while ensuring that every guest request or challenge is handled promptly with genuine care and escalated when necessary.
    • Maintains and clearly communicates appropriate, site-specific knowledge regarding all hotel and room features and amenities for requested properties.
    • Establishes and maintains thorough and professional communication with our properties, ensuring that all guest requests are clearly noted and documented in the appropriate system.
    • Answers incoming calls in a polite, friendly and professional manner using a cheerful and pleasant voice.
    • Follows all Loews guest engagement Standards.
    • Uses appropriate CEC software and systems to verify identity/room number of the engaging guest.
    • Actively listens and clarifies Guest needs; directs calls as needed to appropriate extensions.
    • Assists guest with Engineering, Valet, Front Desk, Security, Bell Desk and Housekeeping requests without transfer.
    • Record messages and guest requests in the appropriate software/system and forward messages and requests to respective individuals or departments.
    • Provides accurate directions to the hotel from major inbound locations.
    • Answers questions regarding hotel functions and facilities; is prepared to enhance their stay by sharing additional aspects of the Loews Experience.
    • Maintains knowledge of all Hotel and area's, events and activities. Communicates within the Guest Services and CEC team upcoming events which could impact our hotels and/or our guests.
    • Receives and processes incoming guest requests and wake-up calls.
    • Handles guest complaints to completion unless escalation is necessary.
    • Receives and properly accommodates all Front Desk related calls

    Education:
    High School Diploma or GED equivalent


    Experience:

    • 1-2 years customer-facing work experience, preferably in hospitality or sales
    • Language Skills Preferred: English, Spanish, Portuguese and French
    Skills and Other Requirements


    • Demonstrated ability to read and communicate effectively and professionally - both writing and speaking - in English and any other dialect or language identified in the employee agreement.
    • Active contributions to a collaborative and cooperative working environment.
    • The ability to maintain confidentiality.
    • A demonstrated willingness to maintain professionalism and composure while making sound business decisions in all situations.
    • Adaptability, evidenced in the self-directed ability to organize a workload and adapt quickly to change.
    • A demonstrated ability to perform both standard and intermediate spreadsheet functions using Microsoft Excel.
    • Proficiency in windows-based computer programs to include e-mail (Outlook), internet and word processing applications (Word).
    • Strong computer skills and ability to learn new computer applications.
    • Excellent customer service skills
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