Guest Experience Agent

Job Description

Job Overview: Shift, based on business schedule

Check-in and Check-out guests from the hotel, provide and maintain courteous service to all the guests. Maintain guest’s credits up-dated, and provide monetary exchange. An important attribute of a Guest Experience Agent is to be as independent as possible, you will be empowered to make decisions on the spot and satisfy guests.

Responsibilities: (please ensure you meet the listed requirements prior to applying)

• Welcome each and every guest with a smile and maintain a professional approach at all times.
• Telephone etiquette is essential to ensure proper communication with the guests and other departments within the hotel.

• General working knowledge of the housekeeping and Reservations departments is important.
• Develop and maintain positive communication skills with your peers, managers, and all other departments in the hotel.
• Memorize the guest’s last name, and use it when addressing the guest.
• Be a source of information to the guest for on and off property services.
• Follow up on outstanding guest issues to ensure ultimate satisfaction.
• Report all issues where guests are unhappy immediately to Delighted to Serve department.
• A good Guest Experience Agent anticipates what guests want and caters to them before they have to ask. Reading our guests is very important, try to feel what they are looking for and offer it to them. Remember, we are professionals in what we do, your personality is the key to your success.
• Establishing the guest’s method of payment upon check-in is very important.
• Know the different room types/ categories. Knowledge of their location is also important.
• Know and be able to read a travel agent’s voucher, and know when to ask the guests for their voucher.
• Explain the upgrade procedure and also when there is a fee involved.
• Be able to tell from the registration card whether or not the guest has an advance deposit.
• Know the different credit card types, and how to obtain enough approval on them.
• Be able to calculate exact amount of deposit required for X number of nights, including taxes, and incidental charges.
• Be comfortable in working with large sums of money ($ 2000.00).
• Working under stress and pressure is required. Equally important is to maintain your composure and professionalism at all times.
• Know how to handle disputed charges on guest’s incidental accounts.
• Set up the Front Desk, and make sure all supplies are accounted for.
• Know the compensation guidelines and adhere to them accordingly.
• Know the basic duties of a Bell person, in case that you may have to jump in.
• Refer to the front desk-training manual for further information on the standard operating procedures.
• Practice safe work habits.
• Always be on the lookout for undesirable looking and/or noisy, disruptive people in the hotel and inform Security if you notice such persons on property.
• Be a “Sales person” to the hotel, suggesting our Food & Beverage facilities, and other service whenever possible.
• Practice self-development and always strive to learn more.
• Attend department meetings.
• Practice and support corporate, hotel, and/or department programs, and promotions.
• Clean as you go everywhere in and around the hotel, especially in the lobby area, and the main entrance.
• Have knowledge of emergency and safety procedures.
• Be familiar with all transportation timetables.
• Use the 10 foot rule.
• Use the 5 foot rule.
• Practice safety standards at all times.
• Adhere to all Hotel policies and internal procedures.
• Carry out all reasonable requests by management, which he/she is capable of performing.