Guest Relations and Guest Service Agent

Full-Time

Description

Reports to: Front Office Manager

Intro

The William Vale aims to blend the authenticity of the Williamsburg neighborhood with a forward-thinking approach to the hospitality experience. The William Vale offers a comfortable contemporary atmosphere combined with intuitive design and modern comfort – we pride ourselves on offering warm hospitality to all.

We understand that for our colleagues to give their best work, we must meet (and exceed!) their expectations as an employer. We promote a culture of respect, diversity, career growth and fun. Success awaits motivated individuals who join our team.

Overview

An enthusiastic people-person to serve as the first and last impression for guests during their stay. A team-minded and solution-orientated professional with expert communication skills who will serve as an expert on our property and the neighborhood.

Responsibilities

As a Guest Service/Guest Relations Agent at Brooklyn's iconic Forbes-rated luxury property, you will be the first point of contact for our guests, entrusted with delivering unparalleled service and crafting unforgettable experiences.

Your role will involve a variety of key responsibilities, including but not limited to the following:

• Organize, confirm, process, and conduct all guest check-ins and check-outs. Handle room reservations, requests, changes, and cancellations efficiently and accurately.
• Greet guests both over the phone and in person with a warm, friendly, and sincere welcome, ensuring each guest feels valued and appreciated.
• Promptly answer guest inquiries over the phone using a positive and clear tone. Effectively handle a high volume of calls and requests, directing inquiries to the appropriate departments as needed.
• Review all guest arrivals and departures. Retrieve, input, verify, and update important guest information in the Property Management System (PMS).
• Listen to and resolve guest problems or concerns with professionalism and empathy. Stay calm, confident, and solution-oriented during difficult conversations, emergencies, or busy hotel periods.
• Record and track all guest requests and complaints in the guest profile, ensuring follow-up on any outstanding issues from previous shifts.
• Establish and maintain close working relationships with other hotel departments (such as Concierge, Housekeeping, and F&B) to ensure smooth and cohesive operations.
• Assist the Concierge team with setting up in-room amenities, ensuring a luxurious and personalized guest experience.
• Assist guests with making reservations at hotel dining outlets and provide information about the hotel’s dining options as well as take in-room dining orders.
• Provide guests with detailed information about hotel services, facilities, events, and local attractions, ensuring a seamless guest experience.
• Use hotel systems to send information to guests according to service standards, maintaining clear and timely communication at all times.
• Adhere to company policies, ensuring that your uniform and personal appearance is clean, neat, and professional at all times.
• Assist with additional guest services, such as transportation arrangements, package deliveries, and special requests.
• Perform other reasonable duties as assigned.

Skills

• Proactive approach to problem resolution, including: anticipating, preventing, identifying, and solving issues as needed. Contribute to short term and long term problem solving.
• Outstanding communication skills and ability to effectively communicate with others.
• Maintain a high level of professionalism in all interactions/situations.
• Maintain confidentiality of guest information.
• Understanding of: Outlook Office (Excel, Word, Email) – experience with HMS, Alice and KnowCross is a plus.

Qualifications

• Minimum of 2 years of experience in customer service required.
• Hotel experience is a plus.
• Ability to work flexible hours, including nights, weekends, and holidays as needed is a must.
• Ability to lift and transport up to 10 pounds.
• Comply with Standards and regulations to encourage safe and efficient hotel operations.
• Capacity to work varied shifts, including weekends and holidays.

Internal Position Title: Vale Ambassador Guest Services

We are an Equal Opportunity Employer of all qualified individuals, including minorities, women, veterans & individuals with disabilities. We participate in E-Verify.