The Westin Resort Guam, 105 Gun Beach Road, Tumon, Guam, United States of America
Overview
Guest Relations Agent Position Purpose: Responsible for providing service and information to guests upon request while serving as a liaison between guests and departments to solve problems. Responsibilities
Essential Job Functions
Customer Service: Ensure efficient guest registration, check out, luggage service, transportation and telephone service Welcome guests with a warm reception into the business establishment. Ensure that guests are happy with the establishment service at all times Escort VIP to their room and offer them the amenities they want to avail Provide information, suggestions, and directions on Guam to guests Accept, sort, and distribute messages and packages for guests Attend to guest requests or complaints when possible and appropriate; when inappropriate inform supervisor or appropriate person of request and follow up to ensure it was resolved Assist with and conduct the check-in process for VIP and travel program guests. Conduct site tours for individuals and groups Call all FIT guests on eve of departure to offer assistance and verify departure information Interact with people beyond giving and receiving instructions, particularly interactions with other hotel personnel, and guests in completing assignments, resolving staff and guest complaints Listen to the complaints that may arise from the guests. Guest Relations Agent should stay calm and composed at all times and respond in a positive manner to the guest whose standards are not met. Administrative Arrange for reservations including, but not limited to dinner, car/limo, airlines and theater, for guests upon request Collect and post proper payment for chargeable services Accept, record, and follow up on all guest requests Distribute and record requested supplies, such as umbrellas, strollers, and overnight kits, obtaining appropriate form of security Inspect all equipment. Report any problems to appropriate personnel. Follow up to ensure correction of problem Maintain control of company vehicle usage and scheduling Coordinate all FIT airport transfer arrangements with the Resort's transportation provider Coordinate VIP amenities, ordering and delivery Maintain accurate records of all guest request items Interact in a courteous and professional manner with guests, coworkers, and supervisors Promotion Enthusiastically promote Westin Resort brand and ensure guests are satisfied Presents guests with amenities that the Westin Resort provides Ensures the guests are satisfied and maintains their satisfaction throughout their time within the hotel Call all FIT guests on night of arrival / next day to welcome them to the hotel. Offer assistance with Westin Premier Enrollment and all other services that the hotel provides Other Assist Front Office associates, as required Other duties may be assigned as needed Attending training sessions set out by the Westin Resort to ensure continued personal development Supervisory Responsibility
Certain operational situations may require supervision and delegation of associates Required Knowledge and Skills
Interpret and comply with a variety of instructions furnished in written, oral, diagrammatic or schedule form Ability to focus and maintain attention to the performance of tasks despite periods of interruptions Ability to work and complete assignments on time despite frequent stressful, emergency, critical, or unusual interruptions Ability to maintain good relations with staff and guests Ability to memorize, recollect and quickly retrieve dates, names, times, and other data Ability to converse calmly with irate guests, superiors and subordinates in sometimes intense emotional situations Knowledge of Guam and vicinity, including, but not limited to attraction, directions and restaurants Ability to answer phones quickly, clearly, and professionally Ability to maintain confidentiality of guests Qualifications
Required Education and Experience
High school or equivalent education required Special Position Requirements
All employees must maintain a neat, clean, and well-groomed appearance Preferences
Preferred Education and Experience
Minimum one year of customer service experience within the hotel/leisure/retail sector preferred Minimum one year of front desk experience Ability to converse in two or more languages preferred Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings are required. This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Job description is subject to change at any time. The Westin Resort Guam is an equal opportunity affirmative action employer and selects individuals best matched for the job based upon job-related qualifications regardless of gender, race, color, religion, creed, sex, sexual orientation, age, national origin, pregnancy, ancestry, marital status, veteran status, disability, handicap, citizenship status or any other status or characteristic protected by law. The Westin Resort Guam, 105 Gun Beach Road, Tumon, Guam, United States of America
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Guest Relations Agent Position Purpose: Responsible for providing service and information to guests upon request while serving as a liaison between guests and departments to solve problems. Responsibilities
Essential Job Functions
Customer Service: Ensure efficient guest registration, check out, luggage service, transportation and telephone service Welcome guests with a warm reception into the business establishment. Ensure that guests are happy with the establishment service at all times Escort VIP to their room and offer them the amenities they want to avail Provide information, suggestions, and directions on Guam to guests Accept, sort, and distribute messages and packages for guests Attend to guest requests or complaints when possible and appropriate; when inappropriate inform supervisor or appropriate person of request and follow up to ensure it was resolved Assist with and conduct the check-in process for VIP and travel program guests. Conduct site tours for individuals and groups Call all FIT guests on eve of departure to offer assistance and verify departure information Interact with people beyond giving and receiving instructions, particularly interactions with other hotel personnel, and guests in completing assignments, resolving staff and guest complaints Listen to the complaints that may arise from the guests. Guest Relations Agent should stay calm and composed at all times and respond in a positive manner to the guest whose standards are not met. Administrative Arrange for reservations including, but not limited to dinner, car/limo, airlines and theater, for guests upon request Collect and post proper payment for chargeable services Accept, record, and follow up on all guest requests Distribute and record requested supplies, such as umbrellas, strollers, and overnight kits, obtaining appropriate form of security Inspect all equipment. Report any problems to appropriate personnel. Follow up to ensure correction of problem Maintain control of company vehicle usage and scheduling Coordinate all FIT airport transfer arrangements with the Resort's transportation provider Coordinate VIP amenities, ordering and delivery Maintain accurate records of all guest request items Interact in a courteous and professional manner with guests, coworkers, and supervisors Promotion Enthusiastically promote Westin Resort brand and ensure guests are satisfied Presents guests with amenities that the Westin Resort provides Ensures the guests are satisfied and maintains their satisfaction throughout their time within the hotel Call all FIT guests on night of arrival / next day to welcome them to the hotel. Offer assistance with Westin Premier Enrollment and all other services that the hotel provides Other Assist Front Office associates, as required Other duties may be assigned as needed Attending training sessions set out by the Westin Resort to ensure continued personal development Supervisory Responsibility
Certain operational situations may require supervision and delegation of associates Required Knowledge and Skills
Interpret and comply with a variety of instructions furnished in written, oral, diagrammatic or schedule form Ability to focus and maintain attention to the performance of tasks despite periods of interruptions Ability to work and complete assignments on time despite frequent stressful, emergency, critical, or unusual interruptions Ability to maintain good relations with staff and guests Ability to memorize, recollect and quickly retrieve dates, names, times, and other data Ability to converse calmly with irate guests, superiors and subordinates in sometimes intense emotional situations Knowledge of Guam and vicinity, including, but not limited to attraction, directions and restaurants Ability to answer phones quickly, clearly, and professionally Ability to maintain confidentiality of guests Qualifications
Required Education and Experience
High school or equivalent education required Special Position Requirements
All employees must maintain a neat, clean, and well-groomed appearance Preferences
Preferred Education and Experience
Minimum one year of customer service experience within the hotel/leisure/retail sector preferred Minimum one year of front desk experience Ability to converse in two or more languages preferred Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings are required. This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Job description is subject to change at any time. The Westin Resort Guam is an equal opportunity affirmative action employer and selects individuals best matched for the job based upon job-related qualifications regardless of gender, race, color, religion, creed, sex, sexual orientation, age, national origin, pregnancy, ancestry, marital status, veteran status, disability, handicap, citizenship status or any other status or characteristic protected by law. The Westin Resort Guam, 105 Gun Beach Road, Tumon, Guam, United States of America
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