Guest Services Agent - Caribe Royale Orlando Hotel

Sierra Lodgings Inc; Orlando (FL); Hybrid; USD 21.000 - 28.000; Vollzeit

Zusammenfassung

Sierra Lodgings Inc. is seeking a Guest Services Agent to handle hotel calls, provide information on hotel services, events, and emergencies, and coordinate guest needs.

The role requires excellent guest services skills, strong communication, and the ability to manage multiple tasks in a fast-paced setting. Proficiency in Microsoft Office and Opera is preferred, with flexible scheduling including evenings and weekends.

Qualifikationen

• 1–2 years of hotel experience or equivalent.

Aufgaben

• Answer multiple incoming telephone lines and transfer calls to correct extensions.

Kenntnisse

Guest services

Multitasking

Phone etiquette

Listening

Typing

Communication

Ausbildung

High school diploma

2-year college degree preferred

Tools

Opera

Microsoft Office

Jobbeschreibung

Scope of PositionThe Guest Services Agent is responsible for answering calls made to the hotel and directing them appropriately to hotel extensions or guestrooms eliminating the call around process for the guest. He/she will clearly communicate with guests regarding hotel information, events, and emergencies.Position RequirementsProfessional demeanor appropriate for a resort environment.Minimum 1-2 years of hotel experience required or equivalent.Outstanding guest services skills.Handle a multitude of tasks in an intense, ever-changing environment.Effective at listening to, understanding, and clarifying the concerns and issues raised by internal and external hotel guests.Typing skills essential.Proficient in Excel, Word, Opera, and Outlook.Able to operate multi-line switchboard efficiently.ResponsibilitiesAnswer multiple incoming telephone lines.Obtain necessary information and transfers call to correct extensions.Provide information to callers as appropriate.Log and properly track internal and external service and corrective maintenance requests.Handle guest concerns or complaints over the phone.Complete personalized wake up calls for guests.Possess superior phone etiquette, record keeping and follow-up skills.Ensure guest issues and complaints receive prompt action and follow-up in accordance with hotel standards.Handle special arrangements during guest stay and coordinate future visits.Perform any other duties as required by management.EducationHigh school diploma: 2-year college degree preferred.Skills and AbilitiesAbility to communicate in the English language. Second language is a plus.Strong problem solving and analytical abilities.Ability to meet deadlines and work under pressure.Experience using computers and software programs such as Microsoft Office (Word, Excel, and Outlook).Ability to work flexible schedules including PM shifts, holidays, and weekends and able to perform multiple tasks.Physical RequirementsOn a continuous basis, sit at a desk for long periods of time in front of a computer screen.Intermittently twist to reach equipment or supplies surrounding desk.Use the telephone and computer keyboard daily.Must be physically fit to lift, pull, and push items up to 50 pounds.Also requires standing/walking/reaching and bending throughout shift.