Guest Relations Agent

Tiempo Completo

The Guest Relations Agent at NH Collection New York Madison Avenue offers a unique opportunity for individuals seeking hands-on experience in the hospitality industry. Under the guidance of our Guest Relations Manager, the Guest Relations Agent will gain valuable insights into the world of guest relations, ensuring that every guest's stay is exceptional. This role provides a platform to learn, grow, and make a significant impact in the luxurious environment of our hotel. 

Objectives: 

Guest Satisfaction: Assist in providing a seamless and personalized experience to guests, aiming to exceed their expectations and ensure their satisfaction. 

Operational Systems: Computer skills to learn and navigate SAP to assist with room allocation, upgrade, updating notes. Operate email and manage the Guest Review Management (Review Pro) /Incident Software (HUB). 

Concierge Services: Assist guests in providing information, recommendations, and booking services for guests, ensuring they have access to the best local experiences. 

Communication: Speak with others using clear and professional language; answer telephones using appropriate etiquette. Enhance communication skills by interacting with guests, addressing their needs, and ensuring prompt resolution of any issues or concerns. 

Problem-Solving: Develop the ability to quickly identify and resolve guest complaints or issues to maintain a positive atmosphere. 

Cultural Awareness: Gain a deeper understanding of cultural sensitivities and expectations to ensure international guests feel comfortable and respected. 

VIP Services: Support the special needs of VIP guests, including creating VIP Arrivals list and arranging / assist with delivering amenities, reservations, and personal touches to create an unforgettable experience. Greeting VIP guests and serving as a point of contact for handling their needs throughout their stays. 

Property Knowledge: Acquire in-depth knowledge of the hotel's facilities, services, and local attractions to provide guests with accurate information. 

Team Collaboration: Work closely with various hotel departments, such as Front Office, Housekeeping, F&B, and Engineering to coordinate guest requests and ensure a seamless stay. Develop and maintain positive working relationships with others; support team to reach common goals.

Networking: Build valuable relationships with repeat guests and help maintain a high level of customer loyalty. 

Feedback Analysis: Assist in collecting and analyzing guest feedback to identify areas of improvement and contribute to enhancing guest satisfaction. 

Quality Commitment: Comply with and take an active approach in ensuring all employees and departments are adhering to quality assurance expectations and standards of the company.

Training: Participate in training sessions and daily operational meetings. 

Other: Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.

Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation.

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

Perform other reasonable job duties as requested by Supervisors.

Your role will be to ensure that the “NH Standards” are delivered graciously and thoughtfully every day.

Qualifications: 

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

Available to workdays, nights, weekend, and holidays

Strong communication and interpersonal skills.

A passion for delivering exceptional guest experiences.

Willingness to learn and adapt to dynamic guest requirements. 

Professional appearance and demeanor.

Multilingual skills may be an advantage, but not mandatory. 

· Active listening skills to understand guests’ needs and desires

· Problem-solving skills to offer solutions when guests lodge complaints

· Strong oral communication skills to interact with guests and coworkers

· Attentiveness to detail to properly log guest interactions and create welcome packets

· Robust knowledge of the local area to make dining and activities recommendations

· Multitasking skills to attend to the needs of multiple guests at once

· Computer skills to utilize reservation systems, email and customer relationship management software

· Familiarity with hotel health and safety standards