Guest Services Agent

division: Rooms department: Guest Services

reports to: Guest Services Supervisor classification: Non-exempt

REPORTING STRUCTURE:

• Answer internal and external telephone calls within three rings: direct incoming calls to appropriate extension, using blind transfer guidelines.
• Check voicemail regularly and return calls promptly.
• Use hotel software including Opera, Knowcross, Nexgen, Microsoft Office (Outlook, Excel, Word, Access), Resort Suite, and Adobe.
• Answer incoming calls promptly and professionally, answer questions, make bookings for STARS, waterfront, guest experiences, spa, boating, tennis and local restaurants. Ask appropriate follow-up questions, i.e. names of accompanying guests, ages of children, special celebrations, allergies, and preferences; communicate all information accurately in Opera. Communicate all reservations and enter corresponding notes accurately through Opera.
• Maintain wait lists for spa services, activities, and Stars dining reservations.
• Create IPC gift cards and send by USPS.
• Communicate guest requests to appropriate departments by radio, email, phone, and Knowcross.
• Create special amenity and boat order, and upload accurately into the public share point. Same day amenities and boat order are printed out, note cards inscribed, and delivered directly to food and beverage management.
• Maintain knowledge of hotel features/services, outlets, hours of operation, policies, etc.
• Be familiar with area restaurants and businesses to provide recommendations and assist with reservations off property as requested.
• Maintain relationships with each department at the resort, gathering the most up to date information and sharing with the team.
• Respond to guest inquiries by email and through Nexgen.
• Send email confirmations for arrivals on a rolling 7-day basis.
• Send Guest Experiences calendars for arrivals on a rolling 14-day basis.
• Make itineraries for next day arrivals; deliver to front desk. Update itineraries as same day changes.
• Assist with guest amenities when Executive Assistant is out of the office by printing daily arrival report, updating amenities list, printing appropriate welcome notes and having them signed by resort manager, ensuring correct amenities and vouchers are included, and delivering to Stars management.
• Check daily cancellation report; cross check dining reservations and resort suite to make additional cancellations as needed.
• Follow Forbes standards in all interactions with guests and make every interaction personal. Mention guests’ name naturally in phone conversations and address guests by name in emails. Use professional, luxury language, and avoid slang.
• Practice refined hospitality at all times. Forbes Five-Star standards are foundational standards for Inn at Perry Cabin.
• Maintain knowledge of hotel features/services, outlets, hours of operation, etc.
• Practice emergency procedures in compliance with hotel/company standards; react and assist in hotel emergency situations as needed.
• Send pre-arrival emails daily; respond to pre-arrival inquiries & responses to sent emails.
• Be an ambassador of the hotel and the company at all times, in and outside of the workplace.
• Support Leading Quality Assurance; strive to continuously improve.
• Ensure by example that the Inn at Perry Cabin philosophy is known.
• Observe standards for the department in image, appearance, and grooming; properly represent the company and the profession to outside organizations and the community.
• Be knowledgeable of, implement, communicate, and comply with policies of Inn at Perry cabin, its Hotel Human Resources Department, and Inn at Perry Cabin.
• Maintain confidentiality and security of all guest and general hotel information.
• Assist with guest amenities and in other areas as needed.

• Standard office equipment, including telephone, computer, printer, copier, calculator, fax, and computer programs including Microsoft Word, Excel, and email.

• Regularly required to sit for extended periods; stand, walk, talk and hear; frequently required to use hands to finger, handle, feel and reach with hands and arms. Requires manual dexterity sufficient to operate standard office equipment. Requires normal range of hearing and vision. Must be able to lift equipment, supplies, etc. of at least 30 pounds.
• Must be able to resolve problems, handle conflict, and make effective decisions under pressure.

• Interior of hotel—occasional exposure to direct sunlight, high humidity, extremes of heat and cold, noise, and other conditions associated with the hotel environment.
• The work environment includes high guest contact and noisy, crowded environment; may involve varying conditions and circumstances with guests, staff, visitors, government agencies, etc.