Guest Relations Agent

Live Your Passion. Add Your Magic.

At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application.

We welcome applicants with disabilities and provide reasonable accommodations as needed to our applicants. Please discuss with our hiring managers during our selection processes.

The Guest Relations Agent serves as a central point of contact for guests and colleagues at Pendry Park City. The role combines the responsibilities of the traditional PBX Operator, Restaurant Reservationist and In-Room Dining Order Taker positions into one centralized guest service and communications role. The position is designed to provide guests with a seamless, one-stop experience while supporting multiple hotel departments from a single communications center.

Rather than simply transferring calls to another department, the Agent will assist the guest whenever possible, enter and dispatch service requests, coordinate with the appropriate department, and follow requests through completion.

The Agent must maintain a strong working knowledge of the entire hotel, including Rooms, Housekeeping, Engineering, Food & Beverage, Spa, Transportation, Resort Operations and local Park City information.

• Answer all internal and external telephone calls in accordance with Pendry service standards.
• Assist callers directly whenever possible rather than automatically transferring calls.
• Provide accurate information regarding hotel services, restaurants, hours of operation, amenities, events and resort activities.
• Monitor and respond to guest communications through approved hotel text messaging, email and digital communication platforms.
• Handle guest messages, wake-up calls and other traditional PBX responsibilities.
• Maintain knowledge of hotel emergency procedures and properly coordinate emergency communications when required.

• Serve as the central dispatch point for guest requests throughout the hotel.
• Enter and track guest requests through the hotel's service request management system.
• Dispatch requests to Housekeeping, Engineering, Bell/Door, Front Office, Food & Beverage and other departments as appropriate.
• Monitor open requests and follow up when requests are not completed within established service standards.
• Escalate delayed or unresolved requests to the appropriate manager.
• Take ownership of the guest's request through completion rather than simply transferring responsibility to another department.
• Follow up with guests when appropriate to confirm the request has been completed satisfactorily.

• Answer In-Room Dining telephone calls and take guest orders.
• Maintain complete knowledge of current In-Room Dining menus, hours of operation, pricing and available offerings.
• Accurately enter orders into the appropriate ordering/POS system.
• Identify and properly communicate food allergies and dietary restrictions in accordance with Pendry Park City procedures.
• Use suggestive selling and menu knowledge to assist guests with their selections.
• Communicate special requests and timing requirements to the In-Room Dining and Culinary teams.
• Assist guests with questions regarding existing orders and coordinate follow-up when necessary.

• Serve as the primary reservation contact for all Pendry Park City Food & Beverage outlets.
• Make, modify and cancel restaurant reservations for all hotel-operated Food & Beverage outlets.
• Maintain complete…