VIP Front Desk & Guest Experience Concierge

Overview:

The Guest Services Agent provides assistance and services for guests, as well as the hotel, in order to ensure pleasurable accommodations.

Responsibilities:

• Use friendly and appropriate expressions when engaging guests
• Be able to perform all front desk agent checklists AM, PM and Overnight (if needed)
• Be able to use the hotel telephone systems
• Be able to perform all Ideal Services checklists AM, PM, and Overnight (if needed)
• Follow-up with guest complaints to ensure that any problems are resolved
• Direct guests to the Front Desk or meeting rooms
• Assist in the management of hotel guest’s amenity program
• Assist in management and execution of the hotels pre-arrival, during stay and pre-departure calls.
• Notify the Front Desk and Guest Services of VIP arrivals whenever possible
• Engage in conversation with as many guests as possible
• Perform as “backup buddy” in the absence of a loyalty ambassador.
• Assist in the management of hotels text messaging and email correspondence with guests
• Attend all designated staff meetings and training sessions
• Work closely with all operating departments on the execution of our property VIP program.
• Maintain lobby presence during peak times in an effort to greet guests, escort guests and assist in management of front drive during high demand periods.
• Assist in the planning and execution of lobby activations during peak demand periods.
• Complete all tasks assigned by manager
• Aid guests in locating other areas of the hotel (walk them to destination if possible)
• Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets
• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications

Qualifications:

• Previous experience with hotel guest services highly preferred
• Intermediate Microsoft office experience highly preferred
• Excellent customer service skills
• Must have strong communication, presentation, training and organizational skills
• Maintain a professional business appearance, attitude and performance
• Must be able to work a flexible schedule including weekends and holidays
• Ability to stand, sit, walk for extended portions of the work day
• Ability to lift up to 50lbs