Guest Relations Agent,Front Office Job San Diego area,California USA,Hospitality / Hotel / Catering

Position: Guest Relations Agent, Front Office (FT)

Overview

Live Your Passion. Add Your Magic. At Montage International, we are doing something different, exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day: do what you love. If this resonates with you, we look forward to receiving your application.

We welcome applicants with disabilities and provide reasonable accommodations as needed to our applicants. Please discuss with our hiring managers during our selection processes.

Guest Relations Agent – Summary

The Guest Relations Agent is responsible for conducting guest pre-arrival reach out to assist with arrangements, activities and experiences. This position is responsible for ensuring a wonderful guest experience through excellent customer service during their stay. This role plays an integral part in the guests’ stay as they are often one of the first individuals that a guest interacts with.

Essential Functions

Greeting guests with friendly and sincere welcome

Providing information and assistance to guests regarding city and hotel attractions or points of interest

Responding and assisting with guest requests for special arrangements, rentals or services (e.g., transportation, reservations) by making preparations or identifying appropriate providers

Familiarizing oneself with each day’s arrival and group activities

Maintaining communication with Reception and other departments regarding guest activity or special needs as necessary

Reviewing, logging, and maintaining guest preferences, traces, and profiles

Developing and maintaining positive guest communication prior to arrival and post departure to cultivate lasting relationships

Answering, recording, and processing guest calls, messages, requests, questions, or concerns

Contacting the appropriate individual or department (e.g., Guest Services, Housekeeping, and Engineering) as necessary to resolve guest call, request, or problem

Qualifications

College degree preferred

Minimum of two years’ experience in an upscale hotel preferred

Minimum of two years’ experience in customer service

Excellent telephone etiquette

Exceptional guest recovery skills

Excellent organizational and time management skills

Strong knowledge of MS Office, including Word, Excel, PowerPoint and Outlook

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 and effectively adapt to using new software products

Must be dependable and available to work within the hotel on weekends, nights and/or holidays based on business demands

Physical Requirements

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.

The pay scale for Guest Relations Agent is $21 per hour. This base salary or hourly wage range excludes incentive pay such as commissions, piece rates, gratuities, and the like. Montage reasonably expects to pay for the position. Please let us know if you have any questions.

In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

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