Guest Services Agent
Company: Disability Solutions
Location: Nashville
Posted on: September 25, 2024
Job Description:
Loews Hotels & Co is a leading owner and operator of luxury
hotels with a portfolio consisting of 26 hotels and resorts in the
United States and Canada. Located in major city centers and resort
destinations from coast to coast, the Loews portfolio features
one-of-a-kind properties that go beyond Four Diamond standards and
embrace their "uniquely local" community in order to curate
exciting, approachable and local travel experiences for guests.Must
reside in state of Florida to be considered for this
position.Essential Functions and Responsibilities
- Primary Engagement Channel - Incoming Voice Calls and Text
Messaging
- Callers will include but are not limited to prospective guests,
in-stay guests, vendors, team members, third parties and travel
agents.
- Engages the guest with an unmistakable sense of courtesy,
generosity, and professionalism while ensuring that every guest
request or challenge is handled promptly with genuine care and
escalated when necessary.
- Maintains and clearly communicates appropriate, site-specific
knowledge regarding all hotel and room features and amenities for
requested properties.
- Establishes and maintains thorough and professional
communication with our properties, ensuring that all guest requests
are clearly noted and documented in the appropriate system.
- Answers incoming calls in a polite, friendly and professional
manner using a cheerful and pleasant voice.
- Follows all Loews guest engagement Standards.
- Uses appropriate CEC software and systems to verify
identity/room number of the engaging guest.
- Actively listens and clarifies Guest needs; directs calls as
needed to appropriate extensions.
- Assists guest with Engineering, Valet, Front Desk, Security,
Bell Desk and Housekeeping requests without transfer.
- Record messages and guest requests in the appropriate
software/system and forward messages and requests to respective
individuals or departments.
- Provides accurate directions to the hotel from major inbound
locations.
- Answers questions regarding hotel functions and facilities; is
prepared to enhance their stay by sharing additional aspects of the
Loews Experience.
- Maintains knowledge of all Hotel and area's, events and
activities. Communicates within the Guest Services and CEC team
upcoming events which could impact our hotels and/or our
guests.
- Receives and processes incoming guest requests and wake-up
calls.
- Handles guest complaints to completion unless escalation is
necessary.
- Receives and properly accommodates all Front Desk related
callsEducation: High School Diploma or GED equivalentExperience:
- 1-2 years customer-facing work experience, preferably in
hospitality or sales
- Language Skills Preferred: English, Spanish, Portuguese and
FrenchSkills and Other Requirements
- Demonstrated ability to read and communicate effectively and
professionally - both writing and speaking - in English and any
other dialect or language identified in the employee
agreement.
- Active contributions to a collaborative and cooperative working
environment.
- The ability to maintain confidentiality.
- A demonstrated willingness to maintain professionalism and
composure while making sound business decisions in all
situations.
- Adaptability, evidenced in the self-directed ability to
organize a workload and adapt quickly to change.
- A demonstrated ability to perform both standard and
intermediate spreadsheet functions using Microsoft Excel.
- Proficiency in windows-based computer programs to include
e-mail (Outlook), internet and word processing applications
(Word).
- Strong computer skills and ability to learn new computer
applications.
- Excellent customer service skills
Keywords: Disability Solutions, Hendersonville , Guest Services Agent, Hospitality & Tourism , Nashville, Tennessee
Didn't find what you're looking for? Search again!
Loading more jobs...