Agent-Guest Relations

Provide guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Coordinate with appropriate departments (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) to resolve guest calls, requests, or problems and follow up to ensure satisfaction. Receive, record, and relay messages accurately, completely, and legibly; respond to special requests from guests with unique needs; communicate VIP arrivals to designated personnel for escort and delivery of amenities. Adhere to all company policies; maintain professional appearance and confidentiality; protect company assets. Welcome and acknowledge guests according to standards; anticipate and address service needs; thank guests with genuine appreciation. Use clear and professional language; answer telephones with proper etiquette; develop positive working relationships and support team goals. Comply with quality assurance expectations; identify ideas to improve efficiency, productivity, quality, safety, and cost-savings. Stand, sit, or walk for extended periods; perform duties involving lifting or moving objects up to 10 pounds as needed. Perform other reasonable duties as requested by Supervisors.