Guest Relations Agent

Position -Guest Relations Agent

Reports to: Reservations Manager/Front Office Manager/Asst. Front Office Manager/Director of Guest Relations

Position Summary:

The Guest Relations Agent is responsible for providing “Gracious Hospitality” to all guests from pre-booking until post check-out. You will work in several areas of Guest Relations like Reservations, Front Office and Concierge. 

Essential Job Functions:

• Assist guests in making new reservations and answering questions about existing reservations with the utmost accuracy and detail to capture all important information.  
• Learn, understand, and use proper procedures when processing reservations and communicating resort polices and information.
• Provide personalized service and anticipate guest needs. 
• Check-in and Check-out guests
• Providing a luxury experience throughout the guest journey
• Providing accurate billing to guests upon check-out
• Knowledge of the area to make personalized recommendations.
• Answer telephone calls and emails in a clear, concise, and professional manner.
• Assist guests in booking on property amenities such as golf, spa and dining to help the overall on property spend of the guest.
• Manage daily correspondence and sales leads in a timely and professional manner.
• Attending regular departmental meetings and training.
• Assist other departments with reservations questions, needs or requests.
• Organize and maintain a clean workstation.
• Answer guest questions with accurate information and demonstrate a friendly and helpful personality by speaking enthusiastically.
• Demonstrate proficiency with Windows-based operating systems and several other job-related systems. 
• Perform any other job-related duties as assigned.

Education:

• High school diploma or general education degree (GED)

Required Experience:

• Prior hospitality experience preferred.
• Customer service experience in an upscale or luxury business setting considered.
• Reliably commute or plan to relocate before starting work.

Knowledge, Skills & Abilities

• Enjoy working with people.
• Ability to adhere to a flexible schedule which may/may not include mornings, nights, weekends, and holidays.
• Fit in well with a team environment.
• Ability to work in a fast-paced as well as a slow-paced environment.
• Be able to work towards team and individual goals.
• Adhere to Otesaga Hotel's dress and grooming standards, presenting a neat, clean, and well-groomed appearance and maintaining a positive, professional image to our guests.
• Must be well spoken with a polite, engaging and patient personality.
• Able to maintain positive guest relations.
• Be able to resolve guest complaints and ensure guest satisfaction.
• Ability to multi-task, plan and organize effectively using time management skills.
• Conduct themselves in a professional manner when working with guests, co-workers, and managers at all times.
• Work productively and efficiently with or without supervision when performing routine tasks.
• Work independently, and under daily job stress while maintaining composure.
• Work up to five hours seated and viewing a computer monitor, operating a keyboard while on the telephone as well as being able to stand for some shifts for extended periods of time. 
• Perform basic mathematical skills including addition, subtraction, multiplication, division and perform and record cash/credit transaction accurately.

Work Conditions:

The position will require you to work a flexible schedule. While performing the duties of this job, the employee generally works in an office environment and is seated for several hours in front of a computer on a phone. While at other times standing for extended periods of time.  The noise level in the work environment is usually moderate but may be loud depending on the staffing level at any given time of day. The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.