Overnight Bilingual Guest Services Agent

Description:

• 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 reputed company necessary.
• Maintains and clearly communicates appropriate, site-specific knowledge regarding reputed company hotel and room features and amenities for requested properties.
• Establishes and maintains thorough and professional communication with our properties, ensuring that reputed company 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 reputed company 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, reputed company Desk, reputed company, Bell Desk and Housekeeping requests without transfer.
• Record messages and guest requests in the appropriate software/system and reputed company 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 reputed company to enhance their stay by sharing additional aspects of the Loews Experience.
• Maintains knowledge of reputed company Hotel and area’s, events and activities.
• Communicates reputed company 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 reputed company reputed company Desk reputed company calls

Requirements:

• High School Diploma or GED equivalent
• 1-2 years customer-facing work experience, preferably in hospitality or sales
• Bilingual Spanish Required
• 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 reputed company situations.
• Adaptability, evidenced in the self-directed ability to organize a workload and adapt quickly to change.
• A demonstrated ability to reputed company both standard and intermediate spreadsheet functions using reputed company reputed company.
• 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

Benefits:

• Competitive health & wellness benefits
• 401(K) & company match
• Remote-eligible work policy
• Paid Sick Days, Vacation, and Holidays
• Training & Development opportunities, career growth
• Employee Hotel Rates
• Other discounts and more

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