Guest Experience Agent - The London EDITION

POSITION SUMMARY

The Guest Experience Agent is responsible to conduct all guest experience activities, focused on responding to internal and external phone calls, emails and messages quickly & efficiently, including guest requests, arrangements and concerns. Represents the hotel by responding to any questions from guests and follow up with guests to ensure their requests have been met to their satisfaction. Responsible for proactively enhancing the whole guest experience from pre-arrival to post-departure. Assisting any parts of the Front of House department and hotel whenever required. The Guest Experience Agent will use initiative and a proactive approach to ensure guest always receive a unique and personalized experience. 

CRITICAL TASKS

Guest Services

• Answer calls and respond to emails quickly and efficiently, in an accurate and appropriate manner


• Contact appropriate individual or department (e.g. Front Desk, Housekeeping, Engineering, Security) as necessary to resolve guest call, request, or problem.


• Follow-up with guests to ensure their requests or problems have been met to their satisfaction.


• Receive, record, and relay messages accurately, completely, and legibly.


• Accept and record wake-up call requests and deliver to appropriate department.


• Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.


• Communicate parking procedures to guests/visitors.


• Dispatch bell staff or valet staff as needed.


• Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).


• Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security) as necessary.


• Maintain stock and provide customer service support for retail area or items (e.g., beverages, toiletries) sold through the department, where applicable.

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.. 


• Contact appropriate individual or department (e.g. Housekeeping, Engineering, Security) as necessary to resolve guest call, request, or problem.


• Follow-up with guests to ensure their requests or problems have been met to their satisfaction.


• Accept and record wake-up call requests and deliver accurately. 


• Speak to guests and co-workers using clear, appropriate and professional language.


• Talk with and listen to other employees to effectively exchange information.


• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.


• Provide assistance to coworkers, ensuring they understand their tasks.


• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

Reports/Recordkeeping

• Print contingency lists to have a record of all guests in case of emergency.


• Run daily reports (e.g., number of arrivals, departures), identify any special requests, and check reports for accuracy.


• Complete designated cashier and closing reports in the computer system.


• Run credit card authorization report and check for discrepancies.


• Review shift logs/daily memo books and document pertinent information in logbooks.


• Organize, secure, and maintain all files and records in accordance with document retention and confidentiality procedures.

Greet/Escort Guests

• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.


• Identify and explain room features to guests (e.g., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services).

VIP/Concierge Services

• Respond to special requests from guests/residents with unique needs.

Maintenance/Security

• Notify Security of any guest reports of theft.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.


• Maintain cleanliness of work areas and public spaces throughout the day, practicing clean-as-you-go procedures.

Guest Relations

• Welcome and acknowledge all guests with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.


• Address guests' service needs in a professional, positive, and timely manner.


• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.


• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.


• Thank guests with genuine appreciation and provide a fond farewell.


• Assist other employees to ensure proper coverage and prompt guest service.


• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.


• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

Check-in/Check-out

• Process all guest check-ins by confirming reservations in computer system verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.


• Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.


• Set up accurate accounts for each guest upon check-in according to their requirements.


• Activate room keys using electronic key machine and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.


• Assign room according to guest request and preferences whenever possible.


• Verify and adjust billing for guests.


• Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.


• Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.


• Accommodate requests for room changes when possible.


• File guest paperwork or documentation.


• Pre-register designated guests and prepare key packets.


• Ensure rates match market codes and that any exceptions are documented and include an explanation.


• Sell a room/accommodation to guests without reservations based on availability.


• Communicate to appropriate staff that there are guests that are waiting for an available room.


• Review requests for late check-outs and approve according to occupancy.


• Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.


• Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.


• Obtain and verify proper tax-exempt information for tax-exempt guests.

Reservations/Blocking Rooms

• Confirm reservations and cancellations.

Working with Others

• Support all co-workers and treat them with dignity and respect.


• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.


• Develop and maintain positive and productive working relationships with other employees and departments.


• Partner with and assist others to promote an environment of teamwork and achieve common goals.
  
   

Physical Tasks

• Stand, sit, or walk for an extended period of time or for an entire work shift. 


• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.


• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).


• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.


• Maintain awareness of undesirable persons on property premises.


• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
  
   

Policies and Procedures

• Protect the privacy and security of guests and coworkers.


• Maintain confidentiality of proprietary materials and information.


• Follow company and department policies and procedures.


• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.


• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

Other

• Any other relevant tasks assigned by Management. 

CRITICAL COMPETENCIES

Analytical Skills

• Learning


• Decision-Making


• Problem Solving


• Computer Skills


• Arithmetic Computation

Interpersonal Skills

• Customer Service Orientation


• Team Work


• Interpersonal Skills


• Diversity Relations

Communications

• Communication


• Listening


• English Language Proficiency


• Telephone Etiquette Skills

Personal Attributes

• Dependability


• Integrity


• Positive Demeanor


• Presentation


• Stress Tolerance


• Adaptability/Flexibility

Organization

• Multi-Tasking


• Time Management

Physical Abilities

• Visual Acuity

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.