John Grantham

Guest Agent Expert - Front Desk Reception - Concierge @The Worthington Renaissance Fort Worth Hotel

Fort Worth, TX, US

Navigator/Concierge - September 2024 – Present- Sell the Worthington brand and City of Fort Worth by focusing on Independent, Indigenous and Intriguing suggestions when working with guests- Provide guests suggestions for meals, activities, sight-seeing, shopping or other items they have interest in doing- Create materials for guests to review that highlight Fort Worth and give them a starting point for activities and exploration- Communicate with local businesses to determine how they can meet guest needs- Build out the Navigator/Concierge role by developing partnerships with businesses which promote client enjoyment- Explore Fort Worth to learn and stay in tune with what is trending - Understand the different needs of guests (convention, transient, group, business, group, family, or individual)Guest Experience Expert - April 2024- Welcome and acknowledge guests, make them feel at home- Process guest check-ins, check-outs, room assignments, and room change/late check-out requests- Keep, calm, cool, collective when flipping a 500-room hotel - Anticipate and address guests’ service needs, assist individuals with disabilities, thank guests with genuine appreciation, supply guests with directions and information- Run and check daily reports, contingency lists, and credit card authorization reports- Ensure rates match market codes, document exceptions. Verify/adjust billing for guests- Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction