Guest Service Agent

Guest Service Agent PGA National Resort (Salamander Collection) - 3.4 Palm Beach Gardens, FL Job Details Full-time 1 day ago Qualifications Computer operation Computer literacy Employee relationship building De-escalation techniques Conflict de-escalation Guest services software Quality data entry Customer data entry Full Job Description

POSITION OBJECTIVE

Answer internal and external telephone calls in a friendly and courteous manner and direct calls through the hotel switchboard. Input wake-up calls and messages into PMA system (Versa), retrieve messages as requested. Input service requests and issues into Hotsos as well as Versa while communicating with appropriate departments. Follow-up with guests to ensure satisfaction. Actively coordinate communications within the hotel including emergency procedures, alarms, life safety, natural disaster, and shuttle van services, acting as a liaison to all appropriate local Emergency Services.

ESSENTIAL JOB FUNCTIONS

Greeting all guests upon arrival with a warm welcome. Promptly answer telephone calls, greet callers with a positive and clear voice. Listen toascertainthe correct extension. Reading and using a moderately complex computer console, direct calls toappropriateline. Maintain performance standards of front office personnel toward guests. Diplomatically handle guest complaints, including situations that arise whenhotel isoversold, irate guests, etc. Maintainaccuraterecords of accounts at the front desk, making sure all posting is correct according to procedure. Keep open communication between front office departments and key departments. Assistfront desk supervisors as needed. Relieve and substitute foremployeesas necessary. Review the logbook daily for information frompreviousshifts, keep all staff up to date on any updates. Provide the Director of the Front Office with reports as needed. Ability to work effectively with Front Office Supervisors, bell staff,doormenand valet. Maintain a positive relationship with fellow employees. Maintain forms, valet tickets, claim tickets,requisitionsand communication items. Utilize bell carts, luggageracksand master keys. Ensure all records for bell/valet gratuities areaccurateand turned in ona timelybasis to the Director of the Front Office. Interpersonal communication skills are necessary for this position. Must be able to work a flexible schedule including day/night shifts,weekendsand holidays Computer knowledgerequired.

REQUIRED SKILLS AND ABILITIES

Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Cancommunicate well with guests. Must be willing to "pitch-in" and help co-workerswith their job duties and be a team player. Ability to effectively deal with associates and customers, some of whom will requirehigh levelsof patience,tactand diplomacy to defuse anger and collectaccurateinformation. Ability to access and accurately input information using a moderately complex computer system. Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other associates. Must be able to work a flexible schedule including day/night shifts,weekendsand holidays

EDUCATION/EXPERIENCE

High School Diploma plus some college,previousfront desk / guest service experience in a supervisory capacity. Reservation knowledge is helpful.

LANGUAGE SKILLS

Excellent service skills including etiquette and ability to work with the public. Knowledge of communications skills, organization skills, ability to deal with diverse clientele, golfknowledge.

PHYSICAL DEMANDS

While performing the duties of this job, the employeeis regularly required tostand, sit, walk,bendand use hands to finger, handle or feel objects,toolsor controls. The employee isfrequentlyrequired to talk or listen. The employeefrequentlyis required touse hands to grab, move, lift, or feel objects, and use telephone, computer, and copier machine.