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Guest Service Agent - Nashville Tennessee
Company: Disability Solutions Location: Nashville, Tennessee
Posted On: 05/04/2024
Loews Hotels & Co is a leading owner and operator of luxury hotels with a portfolio consisting of 26 hotels and resorts in the United States and Canada. Located in major city centers and resort destinations from coast to coast, the Loews portfolio features one-of-a-kind properties that go beyond Four Diamond standards and embrace their "uniquely local" community in order to curate exciting, approachable and local travel experiences for guests.Essential Functions and Responsibilities - Primary Engagement Channel - Incoming Voice Calls and Text Messaging
- Callers will include but are not limited to prospective guests, in-stay guests, vendors, team members, third parties and travel agents.
- Engages the guest with an unmistakable sense of courtesy, generosity, and professionalism while ensuring that every guest request or challenge is handled promptly with genuine care and escalated when necessary.
- Maintains and clearly communicates appropriate, site-specific knowledge regarding all hotel and room features and amenities for requested properties.
- Establishes and maintains thorough and professional communication with our properties, ensuring that all guest requests are clearly noted and documented in the appropriate system.
- Answers incoming calls in a polite, friendly and professional manner using a cheerful and pleasant voice.
- Follows all Loews guest engagement Standards.
- Uses appropriate CEC software and systems to verify identity/room number of the engaging guest.
- Actively listens and clarifies Guest needs; directs calls as needed to appropriate extensions.
- Assists guest with Engineering, Valet, Front Desk, Security, Bell Desk and Housekeeping requests without transfer.
- Record messages and guest requests in the appropriate software/system and forward messages and requests to respective individuals or departments.
- Provides accurate directions to the hotel from major inbound locations.
- Answers questions regarding hotel functions and facilities; is prepared to enhance their stay by sharing additional aspects of the Loews Experience.
- Maintains knowledge of all Hotel and area's, events and activities. Communicates within the Guest Services and CEC team upcoming events which could impact our hotels and/or our guests.
- Receives and processes incoming guest requests and wake-up calls.
- Handles guest complaints to completion unless escalation is necessary.
- Receives and properly accommodates all Front Desk related callsEducation: High School Diploma or GED equivalentExperience:
- 1-2 years customer-facing work experience, preferably in hospitality or sales
- Language Skills Preferred: English, Spanish, Portuguese and FrenchSkills and Other Requirements
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