- 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.
- 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.
- High School graduate or equivalent required
- Degree in Hospitality or Hotel Management is preferred
- Experience in a luxury hotel/resort setting preferred
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Yacht Club Guest Relations Agent - Boca Raton, United States - The Boca Raton
Description
Job Description
Job DescriptionSummary
The Guest Relations Agent greets and registers guests, providing prompt and courteous service with professionalism. Will assist with guests departing the Resort and can resolve and/or assisting with guest challenges throughout their stay. The Guest relations agent can promote hotel amenities and services to the guests.
Essential Functions
Job duties include, although are not limited to:
Internal Relationships
Reports to Guest Relations Manager, Assistant Director of Guest Relations and the Director of Guest Relations
External Relationships
Has regular contact with Guest Relations, Bell Team and Experience Center, Housekeeping, GEMs, Destinations and Experience Teams
Qualifications
Education/Experience Requirements
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.
In the United States we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
