Guest Service Agent

Montage International; Peapack-Gladstone (NJ); On-site; USD 29,000 - 40,000; Full time

Benefits offered by this job

Free meals

Free uniforms

Hotel discounts

Healthcare benefits

Daily Pay

401k retirement plan

Job summary

Montage International is seeking a guest service agent to deliver exceptional hospitality at our Pendry properties. You will greet guests, handle check-in/check-out, provide information on local attractions, and coordinate with multiple departments to ensure personalized experiences.

The role includes assisting with concierge tasks, order taking, and handling guest inquiries with courtesy. Candidates should have strong communication skills, a welcoming demeanor, and flexibility to work

Qualifications

• Customer service experience preferred
• Ability to work a flexible schedule including weekends and holidays
• Hotel experience a plus
• Strong communication and interpersonal skills

Responsibilities

• Provide excellent customer service and telephone etiquette
• Host and welcome guests with a friendly demeanor
• Own and resolve guest stay areas of opportunity
• Coordinate with department leaders to personalize guest experiences
• Manage guest check-in/out, invoicing and billing records
• Arrange guest transportation with the hotel vendor
• Assist with concierge, PBX, and phone orders as needed
• Provide information on local attractions and make reservations

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. Imagine turning your passion and talent into a fulfilling career. Imagine a beautiful workplace where you can learn, grow, and have fun. At Pendry, we know our success is all because of you. Here, you're not just an associate but a passionate creator of authentic, personalized experiences. You'll feel empowered to think creatively, discover career growth opportunities, and have fun while crafting lasting, cherished moments for our guests. Working at Pendry is more than a job; it's a way of life. Don't just imagine the possibility - join us.

Your Journey

• Provide excellent customer service and telephone etiquette, and actively aspiring to reach department and property defined goals and objectives
• Host and welcome guests with a friendly and sincere demeanor
• Own and solve guest stay areas of opportunity
• Communicate and partner with all department leaders and hourly Associates to ensure the guest experience is personalized and executed seamlessly
• Maintain proper record keeping for guest accounts, assist with guest check-in and out process, invoicing, and billing
• Monitor and schedule Hotel Driver and book guest transportation with Hotel’s contracted vendor
• Assist with concierge, PBX, and Order Taking during a shift or as needed based on business needs
• Provide information and assistance to guest regarding city and hotel attractions or points of interest
• Book reservations for guest requests and follow up as needed
• Ensure any incoming and outgoing packages are logged and delivered appropriately
• Answer and process all incoming and outgoing guest and in-house calls, including text messaging
• Provide prompt and courteous switchboard services to our guests, including message taking when necessary
• Forward messages, faxes, and emails as needed to guests and various departments
• Answer basic inquiries for guests in a courteous and efficient manner
• Remain aware of daily events, restaurant, entertainment, and special events in local area
• Ensure wake up calls are properly monitored and are promptly placed within parameters of hotel policies and standards
• Manage 3-4 calls per minute
• Post appropriate telephone charges when required
• Take in room dining orders, communicate any specials, promote menu items, and answer questions regarding preparation methods
• Repeat in room dining items back to callers to ensure accuracy and quote expected arrival time per set standards with speed and accuracy
• Respond to guest complaints in a positive manner, negotiate a compromise and implement a solution satisfactory to the guest
• Adhere to safety regulations and emergency procedures
• Actively coordinating communications within the hotel, including emergency procedure, alarms, life safety, and more
• Assist with e-mails, ordering supplies, updating menu and information binders, Guest amenity traces and set up, as well as data entry and filing
• Assist with keeping the office clean and organized
• Charge out amenities, counting, and file receipts
• 8-hour workday, 40-hour workweek
• Deliver on guests’ expectations and have the desire to create WOW moments
• Perform additional duties as assigned that may be outside the scope of duties, based on business needs

About You

• You love assisting guests and creating WOW moments
• You aim to exceed first impression
• You are open to learning, developing, and growing both yourself, personally, and helping others do the same
• You are trustworthy and have integrity

Must Haves

• Ability to work a flexible schedule including weekends and holidays
• Basic communication skills Hotel experience, a plus

You will Enjoy

• Free meals
• Free uniforms and cleaning
• Ongoing community outreach events
• Hotel discounts
• Associate’s events throughout the year
• Healthcare benefits
• Daily Pay
• Incentive Opportunity
• 401k retirement plan with company matching

Physical Requirements

• Must be able to stand and exert well-paced mobility for an extended period of time
• Ability to lift and carry up to 15 pounds regularly and for extended periods during the shift
• Must be able to bend, stoop, squat, and stretch to fulfill tasks
• Requires grasping, writing, standing, sitting, walking, repetitive motions, and bending

At Pendry, we want every guest and every associate to feel that they belong. To be seen, to be recognized, and to feel our gratitude.

In the United States, we are proud to be an Equal Opportunity Employer - veterans/disability. Qualified applicants will be considered without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability, protected veteran status, or any other basis prohibited by federal, state, or local law.

Job applicants with disabilities who need assistance or an accommodation in order to apply for a position (or their representative) should contact the People department directly at your preferred location.

The pay scale for the guest service agent position ranges $25.10/hour. The pay scale is the base salary or hourly wage range, exclusive of incentive pay such as commissions, piece rates, gratuities, and may include other factors, 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.

At Montage Hotels & Resorts and Pendry Hotels, we're committed to delivering extraordinary, personalized and authentic experiences.

How we get there is by empowering our associates to think creatively. Grow their talents. Encourage them to have fun. And allow them to follow their passion in creating moments guests will long remember.

At Montage and Pendry, opportunities for career growth are bountiful, and training programs are open to those seeking advancement. We encourage all of our associates to continuously learn and grow. Working at Montage and Pendry is more than a job; it's a way of life.

Please let us know if you have any questions.