Guest Relations Agent
$54,080–$54,080 year
On-siteLaguna Beach, California, United States
Job Summary
Conduct guest pre-arrival calls to assist with arrangements, activities, and experiences. Gather, summarize, and provide information to guests about property amenities, special events, and surrounding area offerings. Respond to requests for special arrangements or services by making preparations or identifying appropriate providers. Review, log, and maintain guest preferences, traces, and profiles. Answer, record, and process guest calls, messages, requests, questions, or concerns, contacting relevant departments to resolve issues. Develop and maintain positive guest communication prior to arrival and post departure to cultivate lasting relationships.
Required Qualifications
- Must possess a positive attitude
- Must be willing to participate in a learning environment
- Must integrate company values throughout all interactions
- Must be able to quickly adapt to effectively using new software products
- Must be able to bend, stoop, squat and stretch to fulfill tasks
- Requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, and climbing
- Must be available to work within the resort on weekends, nights and/or holidays based on business demands
- We maintain a drug-free workplace and perform pre-employment substance abuse testing
Desired Qualifications
- College Degree preferred
- Minimum of two years' experience in a luxury hotel preferred
- Minimum of two years' experience in customer service
- Excellent telephone etiquette
- Exceptional guest recovery skills
- Enjoy interacting with people in a fast paced environment
- Excellent organizational and time management skills
- Strong knowledge of MS Office, including Word, Excel, PowerPoint and Outlook
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