Guest Services Agent

Villatel, a hospitality company, is in search of a Guest Services Agent. You will be an integral part of ensuring exceptional guest experiences across various resort properties. Your role will involve engaging with guests, collaborating with different departments including operations, maintenance, dispatch, and housekeeping, and providing unparalleled service to enhance the overall guest satisfaction.

$18 - $20 hourly

• Guest Interaction: Assist with check-in and check-out procedures, and provide information about resort amenities, services, and local attractions.
• Concierge Services: Act as a resource for guests by providing recommendations for dining, entertainment, and activities, and arranging reservations or transportation as requested.
• Guest Assistance: Address guest inquiries, requests, and concerns promptly and courteously, either in person, via phone, or through electronic communication channels.
• Coordination with Departments: Collaborate with operations, maintenance, dispatch, and housekeeping teams to fulfill guest requests, resolve issues, and ensure a seamless guest experience.
• Maintenance Support: Coordinate with maintenance personnel to address guest room maintenance issues, ensuring timely resolution and minimal inconvenience to guests.
• Dispatch Communication: Liaise with dispatch agents to communicate guest requests, prioritize tasks, and coordinate resource allocation to meet service demands effectively.
• Housekeeping Assistance: Assist housekeeping staff with guest room inspections, ensuring cleanliness standards are maintained and any deficiencies are addressed promptly.
• Guest Feedback Management: Solicit feedback from guests regarding their stay, actively listen to their concerns or suggestions, and relay relevant information to management and appropriate departments for action.
• Administrative Tasks: Perform various administrative duties such as handling guest paperwork, processing payments, and maintaining accurate records of guest interactions and service requests.

• Hospitality Experience: Previous experience in a customer service or hospitality role, with a passion for providing exceptional service and creating memorable guest experiences.
• Communication Skills: Excellent verbal and written communication skills, with the ability to interact professionally and effectively with guests and colleagues from diverse backgrounds.
• Problem-Solving Abilities: Strong problem-solving skills and the ability to think quickly on your feet to address guest inquiries or resolve issues in a timely and satisfactory manner.
• Team Player: Ability to work collaboratively with colleagues and departments to achieve common goals and ensure guest satisfaction.
• Attention to Detail: Meticulous attention to detail to ensure accuracy in guest bookings, payments, and service requests, as well as in maintaining cleanliness and presentation standards.
• Flexibility: Willingness to work variable hours, including evenings, weekends, and holidays, to accommodate the needs of guests and the operational requirements of the resort properties.
• Customer Focus: A genuine passion for hospitality and a dedication to exceeding guest expectations through personalized service and attention to detail.

PHYSICAL REQUIREMENTS:

The Guest Services Agent is expected to perform the position's functions with or without accommodation. Villatel retains the right to change or assign other job duties to this position.

• Must be able to remain in a stationary position for extended periods of time.
• Consistent use of hands to operate computer equipment and office productivity machinery, such as computers, laptops, desktop file cabinets, etc.
• Ability to communicate via phone, email, and through dispatch platform.

Why work at Villatel? We love, love, love vacations. For ourselves, sure (don’t get too excited). But more importantly, for the tens of thousands of guests who visit us each year looking to have the most incredible experiences of their lives. Our mission? Exceed their expectations every single time—by offering vacation rentals and a level of service that is consistently luxurious, reliable, and financially attainable.

As the first-ever “flag” hospitality brand in the vacation rental sector, we simultaneously design, maintain, and service every home we put on the market. So, unlike the average vacation rental platform, we don’t just hope our homes and guest experiences are up to snuff. We actively make them as incredible as we can—by owning every step of the process.