Guest Relations Agent

Montage Hotels; Kissimmee (FL); On-site; USD 35,000 - 45,000; Full time

Job summary

A luxury hospitality company in Kissimmee is seeking a Guest Relations Agent. The ideal candidate will assist guests with pre-arrival arrangements and have at least two years of experience in luxury hotels and customer service. Excellent telephone etiquette and organizational skills are essential. Join our passionate team to create unforgettable experiences for guests.

Qualifications

• Minimum of two years’ experience in a luxury hotel preferred.
• Minimum of two years’ experience in customer service.
• Must be dependable and available to work during weekends, nights, and/or holidays.

Responsibilities

• Gather, summarize, and provide information to guests about property amenities.
• Respond to guest requests for special arrangements or services.
• Develop and maintain positive guest communication prior to arrival and post departure.

Skills

Excellent telephone etiquette

Exceptional guest recovery skills

Strong knowledge of MS Office

Excellent organizational and time management skills

Positive attitude

Education

College Degree

Job description

Live Your Passion. Add Your Magic.

At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application.

We welcome applicants with disabilities and provide reasonable accommodations as needed to our applicants. Please discuss with our hiring managers during our selection processes.

If you are an internal applicant, please log into Workday and apply for your application to be considered.

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Overview

Guest Relations Agent — The Guest Relations Agent is responsible to conduct guest pre-arrival calls to assist with arrangements, activities and experiences.

Responsibilities

• Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities.
• Respond to guest requests for special arrangements or services (e.g., transportation, reservations, etc.) by making preparations or identifying appropriate providers.
• Review, log, and maintain guest preferences, traces, and profiles.
• Develop and maintain positive guest communication prior to arrival and post departure to cultivate lasting relationships.
• Answer, record, and process guest calls, messages, requests, questions, or concerns.
• Contact appropriate individual or department (e.g., Guest Services, Housekeeping, and Concierge) as necessary to resolve guest call, request, or problem.

Qualifications

• College Degree preferred.
• Minimum of two years’ experience in a luxury hotel preferred.
• Minimum of two years’ experience in customer service.
• Excellent telephone etiquette.
• Exceptional guest recovery skills
• Enjoy interacting with people in a fast paced environment
• Excellent organizational and time management skills
• Strong knowledge of MS Office, including Word, Excel, PowerPoint and Outlook
• Must possess a positive attitude
• Must be willing to participate in a learning environment
• Must integrate company values throughout all interactions
• Must be able to quickly adapt to effectively using new software products
• Must be dependable and available to work within the resort on weekends, nights and/or holidays based on business demands

Physical Requirements

Must be able to bend, stoop, squat and stretch to fulfill tasks. Requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, and climbing.

EEO and Other

In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.