Tower Guest Relations Agent

The Boca Raton; Boca Raton (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

The Boca Raton is seeking a Guest Relations Agent to warmly greet guests, assist with check-in/out, and promote resort amenities. You will resolve guest challenges with professionalism and coordinate with various teams to ensure a seamless stay.

Ideal candidates have strong hospitality values, excellent communication, and the ability to handle VIP requests and urgent situations with courtesy and discretion.

Qualifications

• High school diploma or equivalent required.
• Experience in luxury hotel or resort setting preferred.
• Excellent guest service and communication skills.

Responsibilities

• Greet and register guests with prompt, courteous service.
• Assist guests during checkout and handle payments.
• Promote hotel amenities and services to guests.
• Resolve guest challenges with professionalism and discretion.

Skills

Hospitality

Customer service

Communication

Conflict resolution

Education

High School diploma or equivalent

Job description

The ideal candidate will greet and register guests, providing prompt and courteous service with professionalism. Will assist with guests departing the Resort and can resolve and/or assisting with guest challenges throughout their stay. The Guest relations agent can promote hotel amenities and services to the guests.

Essential Functions

Job duties include, although are not limited to:

• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Ensures guest knows location of room and arranges for team member to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
• Ensure rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment. Converts foreign currency at current posted rates.
• Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provides accurate information such on outlet hours, special VIP programs, events, etc.
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion.

Internal Relationships

Reports to Guest Relations Manager, Assistant Director of Guest Relations and the Director of Guest Relations

External Relationships

Has regular contact with Guest Relations, Bell Team and Experience Center, Housekeeping, GEMs, Destinations and Experience Teams

Qualifications

• High School graduate or equivalent required
• Degree in Hospitality or Hotel Management is preferred
• Experience in a luxury hotel/resort setting preferred

Education/Experience Requirements

• High school graduate or equivalent required.

Physical Requirements

Lifting 50 lbs. maximum with frequent lifting and carrying of objects weighing up to 25 lbs. It requires walking or standing to a significant degree, as well as reaching, handling, feeling, talking, hearing, and seeing.
In the United States, we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.