As a member of our hospitality team, the primary role of an At Your Service (AYS) / Delighted to Serve (DTS) Agent is to be the primary point of contact for guest requests and provide exceptional guest service by promptly handling all guest calls and requests, and take proactive steps to address and resolve any concerns. This role is responsible for possessing knowledge of the hotel's offerings, menus, local attractions, entertainment, and services to provide helpful information to guests. A crucial part of this role is excellent organizational and time management skills, strong attention to detail, effective communication abilities, and proficiency in property management systems (PMS), guest areas, F&B post terminals, and PBX switchboard consoles.

• Exhibit exceptional phone etiquette, promptly answering calls with a friendly and professional demeanor to ensure effective communication with guests.
• Log guest requests accurately and efficiently, paying meticulous attention to detail and gathering all necessary information for prompt resolution.
• Take ownership of each guest issue, providing quick and satisfactory resolutions while consistently exceeding their expectations.
• Proactively engage with guests, anticipating their needs and offering additional services or upsells to enhance their stay.
• Possess extensive knowledge of room service menus, local attractions, resort outlets, amenities, and features, including the Robert Trent Jones Golf Trail and other PCH Hotels, to offer comprehensive assistance to guests.
• Utilize various technical skills, including proficiency in Property Management Systems (PMS), guest area operations, Food & Beverage post terminals, and PBX switchboard consoles, to efficiently handle guest inquiries and facilitate seamless operations.
• Exhibit excellent multitasking abilities and problem-solving skills to address multiple guest inquiries and resolve issues promptly and efficiently.
• Familiarize guests with the hotel and its services, including the operating hours of all departments within the hotel and the surrounding areas, to provide a well-informed and convenient experience.
• Act as a hotel ambassador, promoting various amenities, restaurants, lounges, gift shops, and services, enhancing the overall guest experience.
• Understand and explain various payment options and procedures related to room service, ensuring a smooth and hassle-free experience for guests during their stay.
• Adhere diligently to the hotel's credit policy and procedures, accurately processing transactions and maintaining financial integrity.
• Provide accurate directions and information to guests, assisting them in navigating the hotel premises and local area effectively.
• Record all customer complaints in the guest response program, ensuring thorough documentation and proactive follow-up to prevent future issues.
• Continuously strive to offer the best service to guests, actively seeking ways to improve and enhance their experience during their stay.