Guest Services Agent Onsite

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

POSITION DESCRIPTION

Job title: Guest Services Agent

Site: Beta

Reporting to: Team Leader

Acquire Intelligence exists to help businesses unlock smarter ways of working. We believe that by combining the best of people, process, and automation, companies can grow faster and operate with greater confidence. Our purpose is to remove complexity, improve performance, and drive intelligent transformation for organizations around the world.

As an Acquire Intelligence employee, your role is vital in achieving and exceeding individual and team targets that support company objectives, while building and maintaining customer relationships. You're also responsible for complying with and enforcing procedures aligned with our information security policies.

As a values-led organization, we expect all our team members to exemplify our four values of Curious and Clever, Entrepreneurial Energy, Fast with Intent and Laugh and Learn.

A SNAPSHOT OF YOUR ROLE

Guest Services Agent is a highly focused, energetic, and proactive professional dedicated to ensuring exceptional guest experiences from answering customer inquiries, confirmation of reservations through to post-departure. This role involves troubleshooting potential issues, anticipating guest needs, and working closely with on-ground teams to ensure all guest requirements are met. You will handle inquiries from various channels including email, phone, social media, and web chat, maintaining a high level of efficiency and service excellence.

Customer Engagement:·Anticipate guest needs through active listening and inquisitive questioning.·Offer prompt, effective service, recommending suitable accommodation options and rates.·Build rapport and establish brand loyalty throughout the reservation process.·Respond to phone calls and email correspondence within established timeframes.Reservation Management:·Create and maintain reservations using correct codes, rates, and guest information.·Ensure reservations are updated and checked regularly to ensure a flawless check-in and check-out process.·Process payment transactions in line with company policies.

 Guest Engagement:

• Act as the primary point of contact for guests from reservation confirmation to post-departure.
• Respond to guest inquiries promptly and professionally across all communication channels.
• Build rapport and establish brand loyalty through continuous engagement and exceptional service.

Operational Efficiency:·Complete the daily checklist of duties as set out by the Reservations Manager.·Assist with the coordination of day-to-day duties of the reservations department, ensuring tasks are completed timely and to a high standard.

• Coordinate with on-ground staff 48 hours prior to guest arrival to ensure all preparations are complete.
• Manage guest requests and ensure they are communicated effectively to the relevant teams.
• Maintain accurate and detailed records of all guest interactions and resolutions.

Issue Resolution:·Own guest issues and complaints, resolving them quickly and effectively to ensure the best possible outcome for guests and the company.·Escalate any potential financial concerns immediately to the Manager.·Anticipate potential problems and address them proactively.·Collaborate with on-ground teams to manage any physical needs or issues that require direct intervention.Collaboration and Team Support:·Cooperate, coordinate, and communicate requirements with other departments to ensure the highest level of guest service and maximum profit.·Assist the Reservations Manager, Regional Managers, Holiday Managers, Hotel Managers, and Revenue Manager with tasks as instructed.·Contribute to team development, including training, coaching, and providing constructive feedback.· Promote and practice Alloggio values of teamwork, mutual respect, integrity, and empowerment among all co-workers.Source Coordination:·Manage and convert potential bookings from a variety of sources, including web chat, social media, phone calls, emails, tickets, and the intranet.·Multi-skill across these platforms to ensure a seamless and consistent booking experience for potential guests.·Ensure speed and accuracy in handling inquiries from all sources, aiming for high conversion rates and exceptional service delivery.Central Team Collaboration:·Work as part of a central team based across multiple countries and time zones, ensuring collaboration and coordination.·Be attentive to the needs of team members and guests from different cultures and languages, understanding that vocabulary may have different meanings.·Avoid working in silos by maintaining open communication and cooperation with all team members.·Exhibit active listening and act swiftly to address any issues or needs that arise, ensuring a cohesive team environment.Seasonality and Rostering:·Understand that as a hospitality business, Alloggio must expand and contract with the time of year and seasonality.·Be flexible and adaptable to work across a 24/7 operation, with rostering running from Monday to Sunday based on business demands.·During quieter periods, be prepared to assist in other areas of the business, particularly in Guest ServicesA BIT ABOUT YOU·Display excellent communication and interpersonal skills with a commitment to service in all interactions.·Demonstrate the ability to work under pressure, prioritise effectively, and meet deadlines. ·Exhibit attention to detail and accuracy in all tasks.·Conduct all duties with a strong professional business ethic.·Demonstrated experience in a high-volume, fast-paced customer service role·Demonstrate competency across all software programs required to conduct the role, including but not limited to: HomHero, RMS, Locking Systems, Task Management Systems.·Understand and comply with our rate strategies and distribution functionalities of OTA sites.·Experience with industry-specific applications preferred (e.g., Property Management Systems, RMS, HomeHero, Zoho)·Effective interpersonal skills with the proven ability to build strong relationships.·An ambitious, growth mindset with strong problem-solving and negotiation skills.·Excellent time management and ability to prioritise competing demands.·A collaborative approach and a commitment aligned to the account's valuesWHAT WE VALUE

We're proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Curious and Clever: Smart questions spark smart solutions.
• Entrepreneurial Energy: Think like an owner. Solve like a founder.
• Fast with Intent: We move fast and deliver real results.
• Laugh and Learn: We don't take ourselves too seriously, just our results.

We help companies grow faster and operate smarter by delivering intelligent outsourcing and automation solutions.

Our mission is to eliminate inefficiencies, automate with intent, and reallocate work to where it performs best, always guided by safety, flexibility, and innovation.

Join the A-Team and experience the A-Life

---