Guest Experience Agent

Seafarer Inn & Suites Jekyll Island - Jekyll Island, GA

Part-time - Entry Level

Jekyll Island, GA

11-50 employees

About the position

The Guest Experience Agent at Seafarer Inn & Suites is responsible for providing exceptional service to guests throughout their stay. This part-time role involves making reservations, checking guests in and out, answering incoming calls, and addressing guest requests and issues promptly. The agent will also share information about hotel amenities and local attractions, ensuring a memorable experience for all guests.

Responsibilities

• Stay guest focused and nurture an excellent guest experience.
• Answer telephone, make reservations, check guests in, check guests out.
• Act as hotel concierge for guests.
• Act as communication hub for hotel and guest liaison with other departments.
• Provide recommendations to guests about the local area.
• Understand and follow all safety procedures and Guest Services operating procedures.
• Demonstrate a high level of integrity and take ownership of personal actions.
• Provide exceptional customer service to all guests.
• Be proficient in all Front Office equipment such as Property Management System, Key Machine, Credit Card Terminal, and Point of Sale System.
• Understand and follow Guest Services accounting procedures for folio charges, payments, cash handling, adjustments, tax exempt and house accounts.
• Promote and explain the Franchise loyalty program to guests.
• Process new reservations, edits, and cancellations within company policies and franchise guidelines.
• Inform guests of hotel amenities and policies at check-in.
• Follow and enforce key control policy for guests and associates.
• Handle guest requests, concerns, or complaints professionally and in a timely manner.
• Provide concierge services including directions and restaurant recommendations.
• Monitor hotel inventory of guest rooms and communicate with appropriate departments regarding discrepancies.
• Maintain appropriate inventories of supplies throughout the shift for efficient service.
• Maintain a clean and sanitized workspace and guest space.
• Place maintenance work orders into the electronic maintenance system.
• Maintain and review daily shift log for Guest Services and hotel departments.
• Perform property walks to ensure the security and safety of all guests.
• Inform management of any unique situations or unusual developments.

Requirements

• Minimum one (1) year of customer-facing experience.
• Effective verbal and written communication skills in English.
• Willingness to work weekends and holidays based on business needs.

Nice-to-haves

• Strong attention to detail and ability to multitask.
• Highly developed verbal and written communication skills.
• Motivating team player.
• Active and attentive listener.

Benefits

• Flexible scheduling options
• Employee discounts on hotel stays
• Opportunities for professional development