Guest Relations Agent

Guest Relations Agent

We welcome applicants with disabilities and provide reasonable accommodations as needed. We maintain a drug‑free workplace and perform pre‑employment substance abuse testing. We are proud to be an EEO employer (M/F/D/V).

Summary:

The Guest Relations Agent is responsible for conducting pre‑arrival calls to assist guests with arrangements, activities, and experiences.

• Gather, summarize, and provide information to guests about the property and surrounding area amenities, including special events and activities.
• Respond to guest requests for special arrangements or services (e.g., transportation, reservations) by making preparations or identifying appropriate providers.
• Review, log, and maintain guest preferences, traces, and profiles.
• Develop and maintain positive guest communication prior to arrival and post departure to cultivate lasting relationships.
• Answer, record, and process guest calls, messages, requests, questions, or concerns.
• Contact appropriate individuals or departments (e.g., Guest Services, Housekeeping, and Concierge) as necessary to resolve guest calls, requests, or problems.

• College degree preferred.
• Minimum of two years’ experience in a luxury hotel preferred.
• Minimum of two years’ experience in customer service.
• Excellent telephone etiquette.
• Exceptional guest recovery skills.
• Enjoy interacting with people in a fast‑paced environment.
• Excellent organizational and time‑management skills.
• Strong knowledge of MS Office (Word, Excel, PowerPoint, Outlook).
• Positive attitude.
• Willingness to participate in a learning environment.
• Integrate company values throughout all interactions.
• Ability to quickly adapt to effectively using new software products.
• Dependable and available to work within the resort on weekends, nights and/or holidays based on business demands.

Must be able to bend, stoop, squat, and stretch to fulfill tasks. Requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, and climbing.