Guest Services Agent | Loews Hotels

Job Description

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 calls

Education:  High School Diploma or GED equivalent

Experience: 

• 1-2 years customer-facing work experience, preferably in hospitality or sales
• Language Skills Preferred:  English, Spanish, Portuguese and French

Skills and Other Requirements

• Demonstrated ability to read and communicate effectively and professionally – both writing and speaking – in English and any other dialect or language identified in the employee agreement.
• Active contributions to a collaborative and cooperative working environment.
• The ability to maintain confidentiality.
• A demonstrated willingness to maintain professionalism and composure while making sound business decisions in all situations.
• Adaptability, evidenced in the self-directed ability to organize a workload and adapt quickly to change.
• A demonstrated ability to perform both standard and intermediate spreadsheet functions using Microsoft Excel.
• Proficiency in windows-based computer programs to include e-mail (Outlook), internet and word processing applications (Word).
• Strong computer skills and ability to learn new computer applications.
• Excellent customer service skills