Guest Experience Agent

Company: Diamond Resorts
Location: Honolulu
Posted on: May 5, 2021

Job Description:

Job Objective & Summary Provide prompt, courteous and efficient handling of all incoming calls and assistance for outgoing calls. Be knowledgeable of the hotel, surrounding area, and Hawai'i to provide guests with relevant information and handle requests in a timely manner. Ability to multitask in a fast paced work environment. Responsible for communicating guest needs, directing them to the appropriate departments and following up with the guest to ensure satisfaction. Anticipate guest needs without the guest verbalizing their requests. Essential Functions

• Answer all incoming calls in a courteous and timely matter.
• Assisting callers with any questions/inquiries/concerns that he or she may have in regards to our property.
• If call needs to be transferred to a specified department, obtain as much information from the caller so that you may transfer the call accordingly.
• Responsible for knowledge regarding groups, VIP's, transients, special events.
• Serve as an unending informational source for all hotel guests.
• Read daily departmental e-mails as well as Guest Experience Pre-Arrival e-mails.
• Run daily reports for pertinent pre-arrival information. (I.E. Microwave requests, Refrigerator requests, Coffee/Tea Kettle requests...
• Responsible for logging and ordering Guest Amenity forms received from various departments throughout the hotel.
• Following up with Room Service daily to ensure Guest Amenities have been delivered to appropriate guest rooms.
• Responsible for taking all Room Service orders and inputting them into Micros. Up-sell whenever possible.
• Performing Wake-Up calls in a timely matter.
• Along with the Guest Experience Runner, responsible for keeping necessary office and guest supplies on hand by informing the Guest Experience Manager of Guest Experience needs.
• Communicate and follow-up with appropriate department to address rooms that require attention from Housekeeping or Maintenance.
• Encourage to visit local attractions, take tours and be familiar with hours of operations.
• Attend necessary meetings, resolve guest problems and complaints.
• All other miscellaneous responsibilities as assigned and deemed appropriate by management. Qualification Standards
  • High school diploma or equivalent required.
  • Prior experience with property management systems highly preferred. Opera experience a plus.
  • Must be able to communicate clearly with guests over the telephone. Excellent oral and written English communication skills. Ability to speak second language highly preferred.
  • Ability to communicate effectively with Management.
  • Must have excellent organizational skills and be able to multi-task.
  • Ability to work well under deadline pressure.
  • Must be available to work various shifts, including but not limited to evenings, weekends, overnights, and holidays, as scheduled.

Keywords: Diamond Resorts, Honolulu , Guest Experience Agent, Sales , Honolulu, Hawaii