What are the responsibilities and job description for the Guest Experience Agent- Free Parking position at PALMS SOUTH BEACH INC?
Job Summary
The ultimate goal of a Guest Experience Agent is to accurately and promptly fulfill guest requests while providing our guest a pleasant experience that appears effortless. The Guest Experience Agent is the operational link between our in-house guests and all other departments of the hotel. The GEA receives all incoming guest calls for the Bellmen, Housekeeping, Engineering, etc., handling guest requests and insuring that each request is fulfilled. Guest requests are dispatched to the corresponding department using the hotel’s property management system, HOTSOS. The Guest Experience Agent maintains a manual log of all guest requests and follows up to insure all tasks are completed. The GEA Agent follows up with the Guest to ensure maximum guest satisfaction. Glitches or Guest inconveniences shall be reported to the FO Manager and Dir of Guest Experience.
Job Duties /Tasks / Results/ Responsibilities
- Answers all guest telephone calls in a pleasant and calm manner.
- Fulfills all guest requests.
- Follows up with guests to ensure satisfaction.
- Applies proactive measures to ensure guest satisfaction.
- Maintain logs of guest requests in proper system and dispatches calls to corresponding departments.
- Works together with all operating departments (PBX, Front Desk, Concierge, Bellman, Housekeeping, Engineering and Food and Beverage) to expedite fulfillment of guest requests.
- Adheres to and promotes proper four star service standards.
- Reviews daily VIP arrivals. Creates Daily Special Notes for Arrival Report of VIP Guests and special requirements and requests for Guest Services Department.
- Creates profile on guest with preference details and special needs, etc.
- Responsible for restocking and maintaining guest supplies closet and maintaining a well-organized work area.
- Covers PBX operator as needed.
- Comply with all hotel policies and standard operation procedures
- Make room reservations directly from guest via the telephoneHave knowledge of various promotions of the hotel
- Quote accurate rates and “up-sell” in order to meet guest needs