What are the responsibilities and job description for the Guest Experience Agent - Trailborn Highlands position at Trailborn Hotel Management LLC?
We are seeking part-time and full-time Guest Experience Agents to ensure our guests have memorable experiences.
Essential Job Functions include:
- Be knowledgeable about daily hotel operations, logbooks, and communication channels to be up to date with all changes, new procedures and/or contributions to events.
- Obtain daily briefings about events to effectively deal with all foreseen situations.
- Be knowledgeable about room rates, packages, discounts, and promotions and know how to handle each.
- Know about the different guest rooms, locations, amenities, features, events, local partnerships, area attractions and all other services including other Trailborn destination recommendations.
- Follow all cash handling and banking procedures to check in and out all customers efficiently providing a $0 balance invoice.
- Operate Opera Cloud and other property specific software programs to complete all tasks, including taking same-day reservations.
- Perform guest registration and room assignments to accommodate special requests of all guests.
- Answer the phones according to the standards of Trailborn and proper etiquette.
- Handle all mail, messages, and guest information on a confidential basis.
- Ensure cleanliness of the front and back-office work areas.
- Assist all guests with issues, requests, and questions. Ensure that all guest problems are resolved to their satisfaction.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. This job description reflects the job content at the time of writing and will be subject to periodic change in light of changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended accordingly. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor. Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays.
Trailborn is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal or state law. Trailborn expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Trailborn's employees to perform their job duties may result in discipline up to and including discharge.
