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Guest Experience Coordinator Jobs
Company | Auberge Resorts Collection |
Address | Austin, TX, United States |
Employment type | FULL_TIME |
Salary | |
Category | Hospitality |
Expires | 2023-09-15 |
Posted at | 8 months ago |
Free Parking
- Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- 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.
- Receive, record, and relay messages accurately, completely, and legibly.
- Thank guests with genuine appreciation and provide a fond farewell.
- Accept and record wake-up call requests and deliver to the appropriate department.
- Develop and maintain positive and productive working relationships with other employees and departments.
- Address guests' service needs in a professional, positive, and timely manner.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
- Monitor busy or unanswered lines, check back with callers on hold to update status and offer to take a message.
- Follow up with guests regarding satisfaction with guest-related issues.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Thoroughly understand safety procedures and have numbers to the Police, Fire, and Telephone Repair departments.
- Follow up with guests to ensure their requests or problems have been met to their satisfaction.
- Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
- Answer, record, and process all guest calls, requests, questions, or concerns.
- 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.
- Forward calls to Front Desk during breaks, at night or whenever the phones are unattended.
- Partner with and assist others to promote an environment of teamwork and achieve common goals. Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
- Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
- Ability to work a flexible schedule that may include evenings, weekends and holidays.
- High school diploma/G.E.D. equivalent
- Ability to interact in a polite, professional, and engaging manner upon encountering resort guests, whether on the grounds of the resort, while working a resort function, upon entering or leaving from work, or at any other time.
- Ability to be a clear thinker and remain calm in emergency situations.
- Ability to clearly and pleasantly communicate in English, both orally and in writing, using proper spelling and grammar, with guests, co-workers, and management to their understanding, both in person and by telephone.
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