What are the responsibilities and job description for the COMMUNICATIONS (PBX) - RESORT OPERATOR - FULL-TIME position at Alila Napa Valley?
Summary
Position Summary:
Welcome to Alila Napa Valley, where luxury and service go hand-in-hand, creating an unforgettable experience for our guests. As a PBX Operator/Front Desk Agent, your primary responsibility will be managing incoming calls through the PBX system, ensuring smooth communication and exceptional service. You will also provide support at the Front Desk when needed, such as during peak check-in/check-out periods, breaks, and time off requests. You will help create the initial impression of our resort, contributing to an atmosphere of warm hospitality and impeccable service.
Key Responsibilities:
o Manage incoming calls through the PBX system, directing them to the appropriate department or staff with professionalism and efficiency.
o Answer guest inquiries with accurate information about resort amenities, local attractions, dining options, and other services in a friendly, approachable manner.
o Provide assistance with guest requests or concerns over the phone, ensuring prompt resolution.
o Assist in handling wake-up call requests, service requests, and other guest-related inquiries.
o Assist with the preparation and delivery of welcome cards and amenities for guests.
o Follow up with guests during their stay to ensure satisfaction and inquire about their experience.
o Perform Front Desk duties during peak periods, staff breaks, and time-off requests.
o Coordinate with housekeeping, concierge, and other departments to address guest needs
- Front Desk Support (As Needed):
o Greet guests warmly upon arrival and assist with check-in and check-out duties, following resort policies and procedures.
- Maintain guest privacy and confidentiality, adhering to resort policies and procedures.
- Handle guest complaints and issues with professionalism, aiming to resolve them to provide the best possible experience.
- Maintain flexibility with scheduling, available to work mornings, evenings, weekends, and holidays as needed.
Qualifications
Qualifications:
- Previous experience in a customer service role, preferably within the hospitality industry.
- Strong knowledge of hotel systems and software, with familiarity in using PBX or telephone systems preferred.
- Ability to multitask and manage multiple inquiries in a fast-paced environment.
- Excellent communication skills, both written and verbal, with the ability to engage with a diverse group of people.
- Strong organizational skills and attention to detail.
- Ability to handle challenging situations and guests with professionalism and grace.
- Positive, friendly, and service-oriented attitude.
- Ability to work well independently as well as part of a team.
- Must have work authorization in the United States.
- A true desire to satisfy the needs of others in a fast paced environment.
- Refined verbal communication skills
- Ability to sit for long periods of time
- Must be able to work a flexible schedule, including weekends and holidays
- Proficient in basic computer skills
