Guest Relations Agent Reports to: Director of Front Office Operations
Intro
The William Vale aims to blend the authenticity of the Williamsburg neighborhood with a forward-thinking approach to the hospitality experience. The William Vale offers a comfortable contemporary atmosphere combined with intuitive design and modern comfort - we pride ourselves on offering warm hospitality to all.
We understand that for our Colleagues to give their best work, we must meet (and exceed!) their expectations as an employer. We promote a culture of respect, diversity, career growth and fun. Success awaits motivated individuals who join our team.
Overview
An enthusiastic people-person to serve as the first and last impression for guests during their stay. A team-minded and solution-orientated professional with expert communication skills who will serve as an expert on our property and the neighborhood.
Responsibilities Greet guests, over the phone, with a friendly and sincere welcome. Promptly answer calls using a positive and clear tone. Ability to handle high volume of calls, directing calls to appropriate departments. Review all Arrivals + Departures by retrieving, inputting, verifying and updating important guest information while utilizing our PMS. Listen and extend assistance in order to resolve guest problems. Stay calm and confident when navigating difficult conversations, during emergency situations, and during periods of heavy hotel activity. Record all guest requests and complaints; logging requests and complaints in guest profile. Establish close working relationships with other departments to ensure cohesive operation. Assist Concierge team with In-room amenity set up. Assist guests with making reservations for TWV F&B outlets. Provide information about hotel services, outlets, and events to guests. Use hotel systems to send information to guests according to our service standards. Coordinate with Concierge team as needed. Skills Proactive approach to problem resolution, including: anticipating, preventing, identifying, and solving issues as needed. Contribute to short term and long term problem solving. Outstanding communication skills and ability to effectively communicate with others. Maintain a high level of professionalism in all interactions/situations. Maintain confidentiality of guest information. Understanding of: Outlook Office (Excel, Word, Email) - experience with HSM, Alice and KnowCross is a plus. Qualifications Minimum of 2 years of experience in customer service required. Hotel experience is a plus. Ability to lift and transport up to 10 pounds. Comply with Standards and regulations to encourage safe and efficient hotel operations. Capacity to work varied shifts, including weekends and holidays.
