The FAENA Movement is one of culture, art and community. The Guest Experience Agent serves as the heart of the guest journey, providing personalized, anticipatory, and detail-oriented service throughout every stage of the stay.
Requirements
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Maintain complete knowledge of all hotel guests, in-house groups, hotel extension numbers, all special requests (DND, screen calls, NRG, etc.), hours of operation of each outlet and features and services provided by the hotel.
- Assist with the immediate acknowledgement of all guests and assisting all guests throughout lobby and reception area with all requests (i.e. registration, check-out, special requests or preferences, itinerary, etc.).
- Must be able to speak, read, write and understand the primary language(s) used in the workplace.
- Must be able to read and write to facilitate the communication process.
- Requires good communication skills, both verbal and written.
- Must possess basic computer skills, including Word, Lotus, Excel, and Account Management software.
- Must have excellent interpersonal and sales-related skills.
- Must have exceptional organizational skills.
- Must be able to handle multiple tasks and projects daily.
- Must be able to work independently with little or no supervision.
- Document all guest complaints or problems; notify designated department/ personnel for resolving the situation; follow up to ensure completion and guest satisfaction.
- Accept, record and deliver wake-up calls.
- Respond to guest emails in a timely, professional, and service-oriented manner, ensuring accurate follow-up and resolution.
- Assist with in-room, property, or hotel tours as needed, delivering clear and engaging information aligned with brand standards.
- Provide callers with accurate information on hotel facilities and services.
- Accept and process all guest requests for screening calls, do not disturb, call forwarding, conference calls, non-registered guest, monitor telephone system problems and maintain log of such and assist in emergency situations as central communication center for hotel
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- 401(k) plan
- Paid time off
