The GEM Agent plays a crucial role in ensuring a smooth guest experience. This position requires a strong understanding of guest service principles, excellent communication skills, and the ability to work effectively within a team environment. The GEM Agent is responsible for assisting in managing room inventory, VIP/Code Blue Arrivals, guest concerns, and guest follow ups.As a Guest Experience Agent, you will:Provide friendly, positive, and hospitable service to all internal and external guestsMonitor guest surveys, contact guests regarding feedback, and update reservation detailsAssist in addressing and resolving guest complaints in a professional and timely mannerProactively and reactively follow up with guests to ensure satisfaction, address concerns, and provide assistanceMonitor reservations with exceeded credit limits and take appropriate actionMonitor room inventory and availability, and adjust unit statuses as neededAssign units for owner events, groups, manage late check-outs, and communicate with relevant departmentsConfirm guest relocation or unit retention, update move logs, and process stayover transactions. Verify reservation details for multi-week staysTo excel in this role, you must embody our core values of integrity, passion, and a strong work ethic. These values are essential to our success, and we are looking for someone who shares out commitment.
