Guest Services Agent - Caribe Royale Orlando Hotel

The Guest Services Agent is responsible for answering calls made to the hotel and directing them appropriately to hotel extensions or guestrooms eliminating the call around process for the guest. He/she will clearly communicate with guests regarding hotel information, events, and emergencies.

Position Requirements

• Professional demeanor appropriate for a resort environment.
• Minimum 1-2 years of hotel experience required or equivalent.
• Outstanding guest services skills.
• Handle a multitude of tasks in an intense, ever-changing environment.
• Effective at listening to, understanding, and clarifying the concerns and issues raised by internal and external hotel guests.
• Typing skills essential.
• Proficient in Excel, Word, Opera, and Outlook.
• Able to operate multi-line switchboard efficiently.

Responsibilities

• Answer multiple incoming telephone lines.
• Obtain necessary information and transfers call to correct extensions.
• Provide information to callers as appropriate.
• Log and properly track internal and external service and corrective maintenance requests.
• Handle guest concerns or complaints over the phone.
• Complete personalized wake up calls for guests.
• Possess superior phone etiquette, record keeping and follow-up skills.
• Ensure guest issues and complaints receive prompt action and follow-up in accordance with hotel standards.
• Handle special arrangements during guest stay and coordinate future visits.
• Perform any other duties as required by management.

Education

• High school diploma: 2-year college degree preferred.

Skills and Abilities

• Ability to communicate in the English language. Second language is a plus.
• Strong problem solving and analytical abilities.
• Ability to meet deadlines and work under pressure.
• Experience using computers and software programs such as Microsoft Office (Word, Excel, and Outlook).
• Ability to work flexible schedules including PM shifts, holidays, and weekends and able to perform multiple tasks.

Physical Requirements

• On a continuous basis, sit at a desk for long periods of time in front of a computer screen.
• Intermittently twist to reach equipment or supplies surrounding desk.
• Use the telephone and computer keyboard daily.
• Must be physically fit to lift, pull, and push items up to 50 pounds.
• Also requires standing/walking/reaching and bending throughout shift.

I acknowledge that I have reviewed the Guest Services Agent job description. This is a summary of the main responsibilities for this position. Business demands dictate work hours and schedules. Attendance and timeliness are a requirement of this position. Management retains the discretion to add or change the duties of this position at any time, to meet our guests’ needs. I understand that I must also adhere to the property service standards, as well as grooming and uniform standards specific to this position, always maintaining a neat and clean appearance. I will also adhere to any OSHA (safety) practices and wear any assigned PPE (personal protective equipment) as needed.