Guest Services Agent - Remote

Overview

The Guest Services Agent at Loews Hotels & Co is responsible for providing exceptional customer service to guests through various communication channels, ensuring a memorable experience while maintaining professionalism and courtesy.

In Short

• Handle incoming voice calls and text messages from guests and vendors.
• Provide information about hotel features and amenities.
• Maintain professional communication with properties and guests.
• Document guest requests accurately in the system.
• Assist guests with various requests without transferring calls.
• Answer questions about hotel functions and local events.
• Record messages and maintain confidentiality.
• Adapt to changing situations and maintain composure.
• Utilize computer applications for effective communication.
• Contribute to a collaborative working environment.

Requirements

• High School Diploma or GED equivalent.
• 1-2 years of customer-facing experience, preferably in hospitality.
• Experience in high-volume call environments.
• Strong English communication skills, both written and verbal.
• Proficiency in Microsoft Excel and other computer applications.
• Ability to maintain professionalism under pressure.
• Strong problem-solving skills and adaptability.
• Excellent customer service skills.
• Ability to work collaboratively in a team setting.
• Willingness to learn and adapt to new technologies.

Benefits

• Competitive health and wellness benefits.
• 401(k) with company match.
• Paid sick days, vacation, and holidays.
• Tuition reimbursement and training opportunities.
• Pet insurance and hotel discounts.
• Supportive work culture promoting diversity and inclusion.
• Opportunities for career growth and development.
• Paid bereavement and pet bereavement leave.
• Progressive benefits including paid parental leave.
• Participation in eco-friendly and sustainability programs.