Customer Experience Agent

Jobs2Web; Irvine (CA); On-site; USD 32,000 - 42,000; Full time

Job summary

Hotel Irvine is seeking a friendly Customer Experience Agent to warmly greet guests, assist with check-in, escort to rooms and manage luggage. You will act as a concierge, offer local recommendations and help with reservations and tickets while delivering outstanding service.

Experience in hospitality and strong communication are required; a second language is a plus. You will work with a collaborative team in a vibrant, guest-focused environment.

Qualifications

• Previous customer service experience in hospitality or related field.
• Excellent communication and organizational skills.
• Strong attention to detail and ability to multitask.
• Strong team player and professional collaboration with staff.
• Proficiency in a second language preferred.
• Experience in hospitality or similar industry is preferred.

Responsibilities

• Greet guests, check them in, accompany them to rooms and deliver luggage.
• Assist with preregistration of rooms and reservations.
• Handle payments and posting charges to guest accounts.
• Provide local recommendations, tickets, restaurant reservations, and transport assistance.
• Operate hotel tech, phone system, switchboard and guest communications.
• Maintain knowledge of hours, events and dining options.

Skills

Customer service

Communication

Organizational skills

Attention to detail

Team player

Second language

Hospitality industry experience

Job description

Our Customer Experience Agent will provide an energetic, outgoing, upbeat and technology savvy experience for all of our guests. From the time our guests arrive, you will be responsible for greeting them, checking them in, accompanying them to their rooms, delivering their luggage, and acting in a concierge role to accommodate special requests, offer suggestions of the "happenings" in the hotel or surrounding area to ensure they enjoy their stay.

• Assisting in preregistration of rooms for reservations.
• Issuing and closing safe deposit boxes used by guests.
• Handle any hotel emergency and safety situations utilizing proper communication and operating procedures of the hotel.
• Maintaining knowledge of current events, activities, hours of operation and dining options currently available.
• Helping guests with buying tickets to shows, local attractions, making reservations at restaurants, getting a rental car or hailing a taxi.
• Follow check in/out, money handling and billing procedures, to include:
  • Posting charges to guest accounts as required.
  • Verifying payment for stay charges, including incidentals, by obtaining credit information.
  • Providing accurate statements and collecting all payments due.
  • Accurate accounting of cash bank.
• Able to successfully handle a variety of technology:
  • Hotel computer equipment, systems and software.
  • Phones: answering incoming calls, utilizing switchboard, assisting guests with local and long distance calls, wake-up calls.
  • Paging, radio and earpiece equipment.

Minimum Qualifications / Other Expectations:

• Previous customer service experience required, including the ability to work in an environment providing a high level of customer service to guests, with discretion and professionalism.
• Excellent communication and organizational skills.
• Strong attention to detail and the ability to handle multiple tasks.
• Be a strong team player and partner with management and other employees in a professional manner.
• Respond to hotel emergency or safety situation based on hotel standards.
• Proficiency in a second language preferred.
• Experience in the hospitality industry or similar industry is preferred.

A breath of fresh air in an otherwise mundane sea of ordinary, Hotel Irvine offers a sleek, vibrant, look delivering a contemporary hospitality experience that provides guests with personalized service, pops of bright color and energy bursting from every space.

Our employee community is comprised of hard-working, dedicated hospitality professionals who deliver genuine, personalized service that stays with guests long after they've left. It's an environment populated with talented, passionate and experienced people, a collaborative spirit and abundant opportunities.

The Irvine Company is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, compensation, termination, and training, without regard to race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship status, marital status, pregnancy, age, medical condition, genetic information, military and veteran status, disability, or any other basis protected by federal, state, and local law. Reasonable accommodation is available for qualified individuals with disabilities, upon request.