Guest Relations Agent

Ocean House Management

Guest Relation Agent

A Collection Unlike Any Other

The Ocean House Collections includes 3 luxury properties.

The Ocean House features 49 luxury guest rooms, 20 signature suites and 7 private villa vacation homes. 12,000 square foot OH! spa. Over 10,000 square feet of indoor and outdoor meeting space. Up to 8 unique dining options during summer season.

The Weekapaug Inn offers quintessentially New England accommodations that effortlessly combine casual comfort and luxurious furnishings. The Inn features 31 unique guest rooms and 4 two-bedrooms signature suites. Farm-to-table dining utilizes the finest and freshest locally sourced ingredients, and inspired amenities and resort activities are designed to create extraordinary guest experiences.

The Watch Hill Inn established in 1845, Watch Hill Inn carries with it a unique history marked by fame, natural disasters and, among all, resilience. Chic, minimalist decor intertwines with cutting edge technology like complimentary Apple TV, Netflix and an in-room iPad program that allows guests to order food and services to their door with the touch of a button. The Inn features 21 suite style accommodations with unrestricted access to dining, amenities, and resort activities at both Ocean House and Weekapaug Inn.

Scope of Position

The Guest Relations Agent serves as the guest liaison for both resort and non-resort services to our guests. Constantly and consistently exhibit Ocean House core values and standards of behavior including adherence to the Forbes 5-Star standards. The ideal candidate will pro-actively greet guests warmly and provide a pleasant and comfortable experience. Where possible, pro-actively offer services, activities or resolutions that are personalized to the guests needs.

In addition, possess an exceptional ability to engage in friendly, polite conversation even if a guest becomes upset.

Hourly Staff Schedule Requirements

All employees are kindly asked to understand that the property operation is 24 hours a day 7 days a week, inclusive of all holidays. While the company will make every attempt to create a work and life balance, all hourly paid team members may be asked to work extended shifts and additional days based on business demands. The busiest of days during the season (Memorial Day through Columbus Day) are the weekend days from Friday through Sunday and on holiday weekends that are celebrated on Mondays, this can include Mondays.

All seasonal staff must be aware and able to work all weekends; requesting time off for a holiday weekend may not and will likely not be granted. The more flexible you are the more you can learn, grow, earn.

Reporting Relationship

Internal: The Guest Relations Agent reports to the Front of the House Manager.

Key Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must speak clearly, understandably and have exceptional conversation and telephone skills.
• Pro-actively engage all guests approaching the desk and respond with positive and engaging conversation, addressing guest concerns or questions.
• Utilize computer systems to enter registration information efficiently and accurately.
• Ability to maintain engaged conversation while using computer equipment.
• Follow proper procedures related to collection of payment, dates of stay and guest contact information.
• Efficiently complete check-out transactions with guests in a friendly manner and invite them to return soon.
• Assist Destination Service Agent with overflow of calls and transfer callers to appropriate extension as necessary.
• Complete required reports and paperwork as directed by supervisor.
• Maintain room number, key and credit card information control and confidentiality.
• Responsible for practicing, managing, and promoting OHM's Mission and Values so that it becomes an intricate part of the everyday operation.
• Represent the Company with a positive attitude and professional attire.
• Follow sustainability guidelines and practices related to Ocean House Collection's sustainability programs.
• Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the role.
• Other duties as assigned.

Required Job Knowledge, Skills, Qualifications and Education

• High School Diploma, GED, or comparable certification
• Experience in a call center or administrative role preferred.
• Experience in a guest-facing service role preferred.
• Luxury hospitality experience preferred.
• Has used a telephone for verbal communications.
• Time spent in a high-pressure, high-volume atmosphere preferred.
• Previous experience on a professional team preferred.
• Comprehending basic computer & typing skills.
• Experience working with Microsoft Office programs such as Word, Excel, and Exchange (email)
• The ability to answer, listen and communicate clearly with callers and team members.
• Fluency in English both verbally and in writing
• Ability to perform job functions with attention to…