Guest Relations Agent

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Guest Relations Agent 

POSITION SUMMARY

The Guest Relations Agent serves as a central point of contact for guests and colleagues at Pendry Park City. The role combines the responsibilities of the traditional PBX Operator, Restaurant Reservationist and In-Room Dining Order Taker positions into one centralized guest service and communications role. The position is designed to provide guests with a seamless, one-stop experience while supporting multiple hotel departments from a single communications center.

Rather than simply transferring calls to another department, the Agent will assist the guest whenever possible, enter and dispatch service requests, coordinate with the appropriate department, and follow requests through completion.

The Agent must maintain a strong working knowledge of the entire hotel, including Rooms, Housekeeping, Engineering, Food & Beverage, Spa, Transportation, Resort Operations and local Park City information.

ESSENTIAL FUNCTIONS

Guest Communications & PBX

• Answer all internal and external telephone calls in accordance with Pendry service standards.
• Assist callers directly whenever possible rather than automatically transferring calls.
• Provide accurate information regarding hotel services, restaurants, hours of operation, amenities, events and resort activities.
• Monitor and respond to guest communications through approved hotel text messaging, email and digital communication platforms.
• Handle guest messages, wake-up calls and other traditional PBX responsibilities.
• Maintain knowledge of hotel emergency procedures and properly coordinate emergency communications when required.

Guest Request Management & Dispatch

• Serve as the central dispatch point for guest requests throughout the hotel.
• Enter and track guest requests through the hotel's service request management system.
• Dispatch requests to Housekeeping, Engineering, Bell/Door, Front Office, Food & Beverage and other departments as appropriate.
• Monitor open requests and follow up when requests are not completed within established service standards.
• Escalate delayed or unresolved requests to the appropriate manager.
• Take ownership of the guest's request through completion rather than simply transferring responsibility to another department.
• Follow up with guests when appropriate to confirm the request has been completed satisfactorily.

In-Room Dining

• Answer In-Room Dining telephone calls and take guest orders.
• Maintain complete knowledge of current In-Room Dining menus, hours of operation, pricing and available offerings.
• Accurately enter orders into the appropriate ordering/POS system.
• Identify and properly communicate food allergies and dietary restrictions in accordance with Pendry Park City procedures.
• Use suggestive selling and menu knowledge to assist guests with their selections.
• Communicate special requests and timing requirements to the In-Room Dining and Culinary teams.
• Assist guests with questions regarding existing orders and coordinate follow-up when necessary.

Restaurant & Food and Beverage Reservations

• Serve as the primary reservation contact for all Pendry Park City Food & Beverage outlets.
• Make, modify and cancel restaurant reservations for all hotel-operated Food & Beverage outlets.
• Maintain complete knowledge of outlet hours, menus, reservation policies, seating options and seasonal operations.
• Accurately enter reservations and guest information into the hotel's approved restaurant reservation systems.
• Capture relevant guest information, preferences, special occasions and dietary restrictions within the reservation.
• Assist guests in selecting the most appropriate restaurant and reservation time based on their needs.
• Manage reservation inquiries from both hotel guests and outside guests.
• Communicate special requests and important reservation information to outlet management and host teams.
• Identify large parties, private dining requests, group inquiries and special events and route them to the appropriate Food & Beverage or Catering contact.
• Maintain current knowledge of KITA, Après Pendry, Dos Olas, Pool House and all seasonal Food & Beverage operations.
• Provide information regarding special dining experiences, holiday programming and Food & Beverage events.

Housekeeping & Engineering Dispatch

• Receive and enter requests for additional linens, towels, toiletries, housekeeping service and guest room amenities.
• Dispatch Housekeeping requests and monitor completion.
• Receive and document guest room maintenance concerns.
• Create and dispatch Engineering work orders through the appropriate system.
• Properly prioritize urgent issues involving guest safety, water, heating, electrical systems or other significant room deficiencies.
• Follow up on unresolved requests and escalate when necessary.

Concierge Support & Resort Information

• Maintain comprehensive knowledge of Pendry Park City facilities, services and operating hours.
• Maintain strong working knowledge of Canyons Village and Park City, including restaurants, transportation, skiing, shopping, activities and local attractions.
• Support the Concierge team with guest requests and straightforward bookings.
• Assist with outside restaurant reservations, activity reservations, transportation arrangements and other simple guest bookings when appropriate.
• Receive requests from the Concierge team and complete the necessary legwork to fulfill them, including contacting vendors, confirming availability, making reservations and documenting confirmation details.
• Communicate completed booking information and any relevant details back to the Concierge team or directly to the guest as appropriate.
• Follow up on outstanding requests and maintain ownership until the booking is confirmed or additional Concierge assistance is required.
• Maintain accurate records of reservations, confirmation numbers, cancellation policies and other important booking information.
• Provide basic concierge-style assistance directly to guests when the request can be handled efficiently by the Guest Services & Communications Agent.
• Recognize requests requiring personalized itinerary planning, extensive research, VIP handling or specialized local knowledge and refer those requests to the Concierge team.
• Work closely with Concierge during periods of high guest request volume to help ensure requests are completed accurately and in a timely manner.

The intent of this support is to allow the Concierge team to focus on personalized guest interaction, complex requests and itinerary planning while the Guest Services & Communications Agent assists with the administrative work and execution of straightforward guest bookings.

OPERATIONAL RESPONSIBILITIES

• Maintain detailed knowledge of daily hotel operations, including occupancy, groups, VIPs, events, outlet hours and operational changes.
• Review daily communications and shift information at the beginning of each shift.
• Maintain accurate guest profiles, preferences and request history when appropriate.
• Communicate relevant guest information to operational departments.
• Maintain confidentiality of guest information at all times.
• Participate in pre-shift meetings and hotel training as required.
• Maintain a clean, organized and professional communications workspace.

SERVICE EXPECTATIONS

The Guest Services & Communications Agent is expected to function as a problem solver rather than a call transfer operator.

Receive the Request → Own the Request → Dispatch the Request → Track the Request → Confirm Completion

The goal is to reduce the number of times a guest must contact the hotel or repeat a request while creating one consistent point of communication between the guest and hotel operations.

QUALIFICATIONS

• Previous luxury hotel, Front Office, PBX, Reservations, Concierge, In-Room Dining or guest service experience preferred.
• Strong verbal and written communication skills.
• Ability to remain calm and professional while managing multiple requests simultaneously.
• Strong organizational skills and attention to detail.
• Comfortable working with multiple hotel technology systems simultaneously.
• Ability to learn Food & Beverage menus and accurately take In-Room Dining orders.
• Ability to learn and effectively manage restaurant reservation systems and policies.
• Strong knowledge of Pendry Park City and the Park City area or willingness to develop that knowledge.
• Ability to work evenings, weekends and holidays based on hotel business levels.
• Ability to exercise good judgment and recognize when a guest request requires management involvement.

TECHNOLOGY & SYSTEMS

The position will be expected to become proficient in the systems utilized by Pendry Park City for:

• PBX and telephone communications
• Property Management System
• Guest request and dispatch management
• Guest text messaging and digital communications
• In-Room Dining/POS order entry
• Restaurant reservations
• Hotel email and internal communications

MEASURES OF SUCCESS

• Speed of answer and response
• Accuracy of information provided to guests
• Guest request completion times
• Percentage of requests resolved without unnecessary call transfers
• Accuracy of In-Room Dining orders
• Accuracy of restaurant reservations and guest information
• Proper documentation and dispatch of guest requests
• Effective communication between departments
• Adherence to Pendry and Forbes service standards

In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.