Guest Experience Agent

Overview

The Guest Experience Agent serves as the primary "voice" of El Encanto. This role is responsible for directing all incoming and outgoing telecommunications, managing guest requests. The ideal candidate is a professional communicator who can multitask in a high-pressure environment.

• Pre-Arrival Engagement
• Multi-Channel Communication:
  Initiate contact with upcoming guests via email, phone, and SMS to establish a personal connection.
• Stay Personalization:
  Identify the purpose of the visit (anniversary, business, leisure) and gather preferences regarding room location, allergies, or special interests.
• Logistical Support:
  Coordinate transportation, dinner reservations, and local recommendations prior to the guest s arrival.
• The Welcome Experience
• Curated Amenities:
  Oversee the selection and delivery of welcome amenities, ensuring they align with the guest’s profile and preferences.
• Personalized Correspondence:
  Handwrite welcome cards for SG1, SG2, SG3 and arriving guests to provide a warm, tactile touch to their arrival.
• Arrival Orchestration:
  Work closely with the Front Desk and Valet teams to ensure the welcome experience is fluid, personalized, and efficient.
• Alice Management
• Centralized Tracking:
  Act as the primary administrator for ALICE software, logging and dispatching all guest requests in real-time.
• Inter-Departmental Liaison
• In-Room Dining:
  Coordinate the timing of food and beverage deliveries to match guest schedules.
• Guest Requests:
  All incoming requests (Housekeeping, Maintenance, Room Service, etc.) must be entered into the system immediately upon receipt. This allows us to track response times and ensure no request is overlooked.
• Glitches & Feedback:
  When a guest shares a negative experience or a service failure occurs, please document the full details in the "Glitches" log. This information is critical for escalating issues to management and preventing recurrence.
• Real-Time Resolution:
  Monitor the ALICE dashboard to ensure no guest request exceeds established response time benchmarks.
• On-Property Guest Relations
• Point of Contact:
  Serve as the go-to resource for guests during their stay, resolving issues with empathy and priority.
• Service Recovery:
  Proactively identify "at-risk" guest experiences and execute service recovery steps to turn a negative situation into a positive one.
• Feedback Loop:
  Collect and document guest feedback to help leadership improve long-term service standards.
• Guests Communication & Call Management
• Prompt Response:
  Answer all incoming internal and external calls within three rings, maintaining a calm and welcoming tone.
• Standardized Etiquette:
  Utilize the El Encanto standard greeting and professional verbiage for every interaction, ensuring brand consistency.
• Routing & Connection:
  Act as the property switchboard by directing calls to the appropriate department, guest room, or specific staff members.
• Information Accuracy:
  Take and deliver detailed, accurate messages, ensuring they reach the intended recipient via the appropriate channel (SMS, phone, or email) immediately.
• Guest Experience & Information Services
• Knowledge Ambassadorship:
  Provide expert-level information regarding resort facilities, hours of operation, and on-site activities.
• Local Concierge Support:
  Offer clear, concise directions to local attractions and insights into the surrounding community.
• Request Processing:
  Act as the single point of contact for all guest needs, from extra towels to dinner reservations, ensuring no request goes unfulfilled.
• Administrative Support
• Operational Continuity:
  During low-volume periods, assist with clerical tasks including sorting guest and departmental mail and updating internal staff directories.
• Reporting:
  Assist management in pulling shift reports from ALICE to identify recurring maintenance issues or service bottlenecks.

• Required Skills & Qualifications
• Communication:
  Exceptional verbal communication skills with a clear, pleasant speaking voice and professional command of the English language.
• Technical Proficiency:
  Ability to operate multi-line phone systems and basic computer software. Experience with systems like Alice, HMS is a plus.
• Composure:
  Proven ability to remain calm and effective during high-pressure environment or when dealing with frustrated callers.
• Multitasking:
  Ability to handle multiple lines simultaneously while maintaining accuracy and courtesy.
• Availability:
  Flexible schedule, including the ability to work evenings, weekends, and holidays as needed.

• Ability to sit at a workstation for extended periods (6-8 hours).
• Ability to wear a telephone headset for the duration of the shift.
• Repetitive motion of the hands and wrists for typing and operating phone consoles.

Compensation - $22/hour