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 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 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 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 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 Apply Job! Apply to this Job