What are the responsibilities and job description for the PBX Agent position at Hotel Drover?
ABOUT HOTEL DROVER:
Were seeking a unique individual who will embody the heart and soul of the Fort Worth Stockyards while caring deeply about our brand and community someone who acts as an extension of our mission, values, and culture. This person is driven to create meaningful experiences for our employees, guests, and community.
We want to work with someone who brings a spirit of fun, authenticity, collaboration, and genuine hospitality to their life and work. We are seeking an individual who will whole-heartedly take responsibility for ensuring Hotel Drover successfully delivers Legendary Service to every guest, every day.
We have poured our passion, energy, and excitement into crafting an extraordinary place and brand and we know that the right Reservations Agent for Hotel Drover will be as inspired and passionate about this vision as we are. Care for people has a belief in the power of community, and the desire to create extraordinary experiences drives us. You must apply if these things also drive you!
The Guest Service Specialist's job is to ensure all incoming external and internal calls are answered swiftly and appropriately according to the Brand standards. Answer In-Room dining Calls and take orders accordingly. Handle guest inquiries and issues and ensure service recovery is efficient and appropriate.
ESSENTIAL RESPONSIBILITIES:
- Embody the values guiding principles of Hotel Drover.
- Ability to manage multiple functions and deliver results in a demanding, fast-paced environment.
- Build and maintain relationships with all stakeholders while acting as an extension of the Hotel Drover brand.
- Maintain a professional and high-quality service-oriented environment, at all times.
- Answer all incoming calls to the hotel and transfer/direct appropriately.
- Promptly answer, and process all guest calls, messages, requests, questions, or concerns.
- Respond thoughtfully to guest requests or complaints and take appropriate action and follow-up.
- Assist guests with directions and information regarding property and local areas of interest.
- Take initiative in accommodating the guests needs by working closely with all departments within the hotel.
- Use up-selling techniques to maximize room rates.
- Assist with Room and dining reservations.
- Use the Marriott GXP Program to LIVE chat with guests, take service requests, closeout guest alerts, and make room reservations.
- Assist with dining reservations using OpenTable
- Assist with Inputting group rooming lists, when needed, into OPERA.
- Send Credit Card Authorization forms via Sertifi.
- Use ALICE to log all concierge-related services.
- Input guest requests and follow-up accordingly through use of HotSOS.
- Intake large dining party and group sales Inquiries; liaising to the appropriate team.
- Know all emergency Procedures including hotline numbers for local authorities and institutions.
MUST-HAVES:
- Strong knowledge of the City of Fort Worth and other parts of the DFW Metroplex.
- Must be familiar with Forbes, AAA, and luxury hotel standards.
- The ability to communicate effectively and graciously.
- Operate with passion, respect, integrity, dedication, and empowerment to all internal and external guests.
- Some experience in customer service is preferred.
- Flexible schedule, able to work evenings, weekends, and holidays.
- Strong interpersonal and relationship-building abilities; passion for collaboration.
QUALIFICATIONS:
- Prior Hotel Experience preferred.
- Excellent communication and organizational skills.
- 2 years experience in customer service or hospitality.
- Able to learn computer functions and other on-the-job skills.
- Strong eye for details.
- Good problem-solving skills.
- Ability to multitask.
- Solid customer service skills.
- Strong written and verbal communication skills.
- Exceptional customer service skills.
OUR CORE VALUES:
- Hit the Mark, Every Time
- Blaze New Trails
- Spark Warmth
- Be Intentional
- Honor All
- Do Right
- Stay Curious
Hotel Drover complies with all laws prohibiting discrimination against employees and applicants based on race, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, citizenship status, disability, genetic information, or veterans' status.
