Guest Experience Agent
US-MA-Boston
Hourly
Req #: 65212
Type: Full-Time
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Overview: The Guest Experience Agent is responsible for handling both guest and interdepartmental communications. The Guest Experience Agent ensures efficient communication within, to and from the hotel while maintaining attentive, courteous and thoughtful customer service. The Guest Experience Agent will handle all food and beverage requests for in-room dining. Responsibilities: * Handle all external and internal guest communication through phone, email, and hotel texting platform in an attentive, courteous and efficient manner, according to standard operating procedures. * Take and deliver messages according to standards. * Stay well informed of the in-room dining menu and take orders from guests and input information into Micros * Be involved with Food & Beverage trainings to remain knowledgeable of hotel offerings * Seek opportunities to upsell food & beverage items from the in-room dining menu * Maintain guest privacy at all times. * Be well informed about property services and hours of operation to share with guests * Be familiar with emergency procedures. * Perform call accounting, if applicable. * Be familiar with VIP procedures. * Be able to provide accurate directions to the hotel. * Be familiar with the surrounding area of the hotel. * Send/receive guest faxes. * Serve as Vocera dispatcher, maintaining proper radio and paging procedures. * Record and relay all guest requests and verify completion through the use of Alice * Maintain daily activity log. * Establish and maintain efficient filing system of guest requests * Process wake up calls per the guest's request. * File PBX reports. * Maintain clean work area. Qualifications: Education & Experience: * High School diploma or equivalent and/or experience in a hotel or related field preferred. Physical Requirements: * Flexible and long hours sometimes required. * Sedentary work - Exerting up to 10 pounds of force occasionally, and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. General Requirements: * Maintain a warm and friendly demeanor at all times. * Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner. * Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests. * Must be able to multitask and prioritize departmental functions to meet deadlines. * Attend all hotel required meetings and trainings. * Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel. * Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag. * Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations. * Maximize efforts towards productivity, identify problem areas and assist in implementing solutions. * Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary. * Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives. * Must be able to cross-train in other hotel related areas. * Must be able to maintain confidentiality of information. * Must be able to show initiative, including anticipating guest or operational needs. * Perform other duties as requested by management.
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