AYS/DTS Agent

Job Description

Job Description

AYS/DTS Agent – The Grand Hotel Golf Resort & Spa

Step into an exciting career at the legendary Grand Hotel Golf Resort & Spa, Autograph Collection, on Alabama’s Gulf Coast. Set on 550 acres of breathtaking beauty, the Grand offers the perfect blend of rich Southern tradition and modern luxury. Named Marriott's Hotel of the Year for the Distinctive Premium Brand, we pride ourselves on delivering guest service excellence. Be a part of a historic destination known for its exceptional hospitality and unforgettable guest experiences—The Grand Life is calling, come share it with us!

As an At Your Service/Delighted to Serve Agent, you will be a central point of contact for our guests, helping create a seamless and memorable experience throughout their stay. This role is responsible for answering guest calls, logging and following up on requests, providing resort and local area information, and ensuring each guest receives prompt, friendly, and professional service.

Key Responsibilities:
• Exceptional Phone Service: Answer guest calls promptly with warmth, professionalism, and excellent phone etiquette.
• Guest Requests: Accurately log guest requests and ensure timely follow-up and resolution.
• Issue Resolution: Take ownership of guest concerns and work quickly to provide positive solutions.
• Resort Knowledge: Maintain strong knowledge of hotel amenities, restaurants, room service menus, golf offerings, local attractions, and surrounding area information.
• Guest Assistance: Provide accurate directions, recommendations, and helpful information to enhance the guest experience.
• Hotel Ambassador: Promote resort outlets, services, amenities, gift shops, lounges, and special offerings.
• Technical Skills: Utilize property management systems, PBX switchboard consoles, guest request systems, and Food & Beverage posting terminals as needed.
• Room Service Support: Assist guests with room service information, payment options, and order-related questions.
• Documentation: Record guest concerns and complaints accurately in the guest response program for proper follow-up.
• Multitasking: Manage multiple calls, requests, and guest needs with strong organization and attention to detail.
• Service Excellence: Anticipate guest needs and continuously look for opportunities to exceed expectations.

Perks & Benefits:
• Health, Dental, and Vision Coverage: Offering comprehensive plans, including both FSA and HSA options.
• 401(k) with Company Match: Plan for your future with our company-matched retirement plan.
• Exclusive Discounts: Enjoy hotel stays, dining, golf, and retail discounts at PCH properties and globally through Marriott.
• Career Growth: Opportunities for ongoing training, professional development, and career advancement within the PCH Hotels & Resorts portfolio.

Join our team at the Grand Hotel Golf Resort & Spa, where we believe in delivering “hospitality with heart & soul.” Be part of a legacy of excellence by helping ensure every guest feels cared for, informed, and delighted throughout their stay.