Guest Experience Agent- Free Parking

About Us

The Palms Hotel & Spa combines genuine service, laid-back sophistication and oceanfront serenity into a 251-room vacation, meeting, and wedding destination where complete wellness and environmental awareness are at the center of each guest experience.

Privately owned and managed by a European family since over 25 years, The Palms is a AAA Four-Diamond rated hotel with a lush tropical pool area, a full-service beach operation, over 8,000SF of meeting and event space, an AVEDA lifestyle spa & salon, and ESSENSIA Restaurant & Bar, its signature natural gourmet eatery. The Palms Hotel & Spa is a member of Preferred Hotels & Resorts, a collection of the finest independent luxury hotels around the world, and Beyond Green, a global portfolio of planet Earth’s most sustainable hotels, and the recipient of Travel & Leisure’s World’s Best Award for six consecutive years. 

Enjoy a stable work environment in a professionally run hotel, where we help each other to flourish and grow. Come and be a part of our family!

Responsibilities & Qualifications

JOB SUMMARY:

The ultimate goal of a Guest Experience Agent is to accurately and promptly fulfill guest requests while providing our guest a pleasant experience that appears effortless. The Guest Experience Agent is the operational link between our in-house guests and all other departments of the hotel. The GEA receives all incoming guest calls for the Bellmen, Housekeeping, Engineering, etc., handling guest requests and insuring that each request is fulfilled. Guest requests are dispatched to the corresponding department using the hotel’s property management system, Nuvola. The Guest Experience Agent maintains a manual log of all guest requests and follows up to insure all tasks are completed. The GEA Agent follows up with the Guest to ensure maximum guest satisfaction. Glitches or Guest inconveniences shall be reported to the FO Director.

MAIN DUTIES & RESPONSIBILITIES:

• Answer and direct all calls in a professional demeanor.
• Respond to guest inquiries, providing accurate information and assistance.
• Follow up on guest requests to ensure timely and satisfactory resolution.
• Coordinate with various departments to address guest needs and preferences.
• Maintain up-to-date knowledge of hotel services, amenities, and local attractions.
• Handle guest complaints with empathy and resolve issues effectively.
• Assist with tasks needed to support the front desk and guest services team as necessary.
• Post room charges and other transactions accurately to guest accounts.
• Create  reports to ensure smooth operational flow and address any potential issues.
• Monitor and respond to guest inquiries through various channels.
• Fulfill all guest requests, applying proactive measures to ensure guest satisfaction.
• Follow up with guests to ensure satisfaction.
• Use different systems to maintain logs of guest requests and dispatch to expedite the fulfillment of guest requests to the corresponding department.
• Work together with all operating departments.
• Review and assign daily arrivals. Create Daily Special Notes for Arrival Report of VIP Guests.
• Call VIP guests on the day of their arrival to welcome them to the hotel and introduce the At Your Services Department.
• Modify profiles with guest preference details and special needs.
• Restock and maintain guest supplies closet and maintain a well-organized work area.
• Adhere to and promote all hotel policies and standard operation procedure

OTHER DUTIES & RESPONSIBILITIES:

• Maintain highest level of customer service and guest satisfaction, according to the standards set forth by The Palms Hotel and Spa
• Ensure compliance with health and sanitation policies in all areas
• Adhere to all fire, safety, and security procedures according to hotel policy
• Adhere to all sustainability guidelines as per the Inspired by Nature Program.

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

• Attention to detail and skilled organization
• Ability to work effectively in a multi-cultural team environment
• Proficient in the English language (written and verbal), second language is an asset
• Ability to handle a multitude of tasks in an intense, ever-changing environment
• Show genuine care for all co-workers and guest(s)
• Maintain a professional appearance and manner at all times
• Able to project a professional manner at all times
• Possesses excellent people skills, an energetic personality and superior listening skills
• Has strong orientation towards customer service with a special focus on etiquette

EXPERIENCE & EDUCATIONAL REQUIREMENTS:

• Previous work experience as a Guest Experience – At Your Service or similar role

• High school diploma is a plus
• Basic computer skills

WORK CONDITIONS & PHYSICAL DEMANDS:

• Most of the time spent sitting, standing, walking.
• Lift moderate weight (10-20 pounds)

This job description is not necessarily an exhaustive list of all responsibilities, skills, duties and requirements, efforts or working conditions association with this position. While this is intended to be an accurate reflection of the current tasks performed, management reserves the right to revise or require other commitments when circumstances prevail

The hotel operates seven days a week, 24 hours a day. We may find it necessary to re-schedule shifts according to our business volume. You must be willing and available to fulfill changing operational demands.

All requirements are subject to possible modification to reasonably accommodate individuals with a disability.