Guest Relations Agent

Montage International; Laguna Beach (CA); On-site; USD 30,000 - 42,000; Full time

Job summary

Montage International in Laguna Beach, CA seeks a Guest Relations Agent to handle pre-arrival calls, arrange activities, and enhance guest experiences. You will gather information, respond to requests, and maintain guest profiles to ensure seamless service.

Ideal candidates bring 2+ years in luxury hospitality and customer service, excellent telephone etiquette, and strong MS Office skills. Weekend/night availability and a positive, proactive attitude are valued.

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.
• Need to adapt quickly to new software tools.

Responsibilities

• Gather, summarize, and provide information to guests about the property and area amenities.
• Respond to guest requests for special arrangements or services by making preparations or identifying providers.
• Review, log, and maintain guest preferences, traces, and profiles.
• Develop and maintain positive guest communication pre- and post-arrival to cultivate relationships.
• Answer, record, and process guest calls, messages, requests, questions, or concerns.
• Coordinate with Guest Services, Housekeeping, and Concierge to resolve guest issues.

Skills

Customer service

Telephone etiquette

Guest relations

MS Office proficiency

Education

College Degree

Tools

MS Office Suite (Word, Excel, PowerPoint, Outlook)

Job description

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.

Guest Relations Agent

SUMMARY

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

ESSENTIAL FUNCTIONS

• 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.

The pay scale for Guest Relations Agent is $26.00.

The pay scale is the base salary or hourly wage range, exclusive of incentive pay such as commissions, piece rates, gratuities, and the like, that Montage reasonably expects to pay for the position.

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.