Temporary Guest Experience Agent

Job Summary

• The Temporary Guest Experience Agents manages efficiently any internal and external calls and emails, as well as acts as a point of liaison between the guests and any other departments of the resort .
• They take and enter all guests’ requests and proficiently communicates to the proper departments by radio, ALICE, phone, or email, and monitors the request until proper completion.
• The Guest Experience Agents plays a major role in the pre-arrival journey of our guests by creating any itinerary and making all reservations and booking as per guest’s request according to One&Only Brand standard.  

Key Duties and Responsibilities:

Development

• Carries out any assigned task with honesty, transparency, and integrity
• Maintain polite and professional interpersonal relationship with both colleagues and guests
• Demonstrate ability to communicate effectively
• Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
• Conduct and participate in team meetings and induction of new employees
• Attend all pre-shift briefings under the supervision of a departmental leader
• Under the direction of the direct responsible leader, plan workflow and capacity for the team to ensure optimum manning distribution throughout the daily operations and proper guest service coverage
  

Product

• Act as One&Only brand Ambassador always
• Adhere of company ethics & antibribery policies 
• Understand, instill, and live the Company Philosophy
• Ensure compliance with all brand standards, OO markers, quality standards, and SOP
• Always maintains workplace discipline in accordance with company philosophy, policies, and procedures
• Demonstrate an ability to maintain confidentiality and privacy

Operations

• Provide close follow-up of each request to ensure all tasks have been completed in a timely manner according to standard
• Showing a personal interest for each of our guests and an authentic goal of being there in any moment
• Manage and control efficiently all guest requests and redirect them to the proper departments and colleagues
• Correctly inform guests about local activities and restaurants according to standards
• Recommend and schedule restaurant reservations and/or activity bookings for the guests based on their needs and expectations
• Presents options and alternatives to guests and helps in making choices
• Create and send accurate itineraries and information to the guests based on their needs and expectations
• Inform all departments of pre-arrival requests made by the guest through ALICE
• Manage all pre-arrival and in-house requests of Refreshment Center in ALICE and register guest preferences in SAGA
• Manage the shipping of every Lost & Found item as well as communicating every valuable found item in guest rooms
• Follow-up with lost luggage from the airport
• Coordinate any third-party amenities to be delivered to the guests
• Schedule and provide wake-up call as per guest request according to standards
• Respond to guest calls for Guest Service within 5-minutes
• Answer all guest requests and questions in a friendly and caring manner; provide/receive information and take appropriate actions or refer the matters to the relevant persons to handle
• Update guest incidents report in ALCIE
• Ensure all guest preferences and allergies as well as amenities are being updated inside the Guest´s SAGA Profile
• Manage the personal information of our guests via SAGA
• Updates in SAGA affiliations or any other important information on guest profiles after arrivals (Reservations department is in charge before guest arrival)
• Ensures all possible existing profiles are either merged or deleted daily through OPERA and SAGA
• Ensure efficient communication with your manager and other department to complete any special requests or services required by the guest
• Monitor the operations through the Rooms Management function in OPERA.
• Support the Front Office-Concierge when necessary
• Carefully read the handover to verify pending tasks from previous day and/or shift and to follow up accordingly
• Offer alternatives with the guest’s best intention in mind and in line with the One&Only Brand
• Know how to use ALICE systems, GMH Reviewpro, OPERA, Sevenroom/OpenTable and SAGA perfectly to ensure a smooth operation and effective communication
• Have a full knowledge of room categories, rates, locations, activities, amenities on property and their respective schedules
• Have a complete knowledge of the groups in house, pre and post arrival of groups, functions, and events within the resort or elsewhere, to keep the guests informed
• Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities
• Always keep an attitude of cooperation and collaboration to ensure the development of the objectives of the hotel and the company and as well as guest’s satisfaction
• Have a complete knowledge on all food and beverage products available for room delivery
• Maintain excellent communication between the Connectivity Center and the rest of the departments to ensure the regular update of the information
• Communicate professionally with our guests via email and ReviewPro Guest Messaging Hub (GMH)
• Follow-up all GMH Messages in a timely manner and record all requests made through GMH into ALICE
• Comply with the functions related or non-related to the position based in the operations needs and direct commands from leaders
• Modify and communicate the most up-to-date extensions, direct numbers, and fax numbers
• Handle the perpetual telephone operation for the department using the telephone etiquette established by the resort
• Wear the uniform provided appropriately, following the grooming and uniforms standards set by the company
• PPE (Personal Protective Equipment) provided by the Resort must always be used
• Hygiene & Safety measures dictated by both Local Government and the Resort shall be followed
• Use the communications tools as per the standard of communication established by the Resort
• Performs all assigned duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position
• Adheres to all current and any additional organizational policies and standards
• Adhere to the tasks delegated by Supervisor / Manager

Quality

• Act as a center of coordination for the Guests as well as the hosts & housekeeping departments to complete any guest’s request and inform any urgent information and last-minute announcements
• Actively elicits guest preferences and feedback regarding hotel services and initiates action on the same to maximize guest satisfaction
• Report any guest’s issue to the appropriate department or colleagues through ALICE or phone to provide a prompt and satisfactory response
• Contact the guest’s prior arrival sharing all important information relevant to the guest stay
• Ensure special requests are met prior guest arrival
• Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people what is going on in the area etc.
• Support the coordination of guests’ services such as spa appointments, dining reservations or activities bookings, among others
• Provides helpful, friendly, and prompt personalized telephone service to all guests (external and internal)
• Provides the Hosts and/or Runners with information regarding guest’s arrival and organizes the distribution of amenities
• Follow up on guests’ requirements based on Opera/PMS and ALICE information and ensures that runners deliver the proper items in a timely manner
• Improve guest satisfaction
• Attending calls within 3 rings with proper greetings
• Observing proper and professional email and telephone etiquette
• Consistently improve or quality of service
• Effective in complaint handling and problem resolution

Skills, Experience, & Educational Requirements

• Education: High School completed – University Degree optional
• Minimum Experience: 2 years in same or similar position
• Computer savvy is highly required 
• Basic understanding of OPERA PMS System, ALICE