Guest Services Agent, PT

Overview

The Guest Services Agent is responsible for creating luxury guest experiences and welcoming first impressions. Handles all arrival and departure services including orientations, billing, recommendations and being a source of information for all visitors. The GSA assists with any guest requests and uses creative problem solving when guest issues arise to build strong guest relations. The GSA is a very collaborative role working very closely with several other departments through detailed communication and organization.

The guest services agent helps build experiences from before guest arrives to after they depart. This role is critical to maintaining the luxury standard and reputation of The Houstonian Hotel, Club & Spa while upholding the highest levels of discretion and professionalism.

• Oversee guests’ first impression upon arrival and handle all special requests
• Main point of contact and communication with guests throughout stay.
• Answer guest questions using awareness of services, products, events, and hotel happenings.
• Taking ownership of guest related issues using problem solving skills to find creative ways to rectify issues while building relationships.
• Communicate guest issues and preferences to managers and other departments to ensure proper follow up and learnings.
• Ensure departure experiences are smooth and all billing handled efficiently.
• Manage, respond, and delegate incoming e-mails, phone calls and text messages through multiple programs with a high level of articulate professionalism.
• Book and sell room reservations while guiding future guests on best room product and hotel activities that meet their specific needs.
• Assist monitoring our fire safety systems and executing emergency procedures.
• Complete checklist of day-to-day tasks while multi-tasking assisting guests in the lobby.
• Regularly use anticipation and adaptability to customize guest experiences.
• Assist bell, housekeeping, valet, dining, and other departments’ duties.
• Ensure compliance of all Front Office standards, procedures, and services.
• Required to work varying schedules, including nights, weekends, holidays, and overnight shifts