Guest Service Agent

JOB DESCRIPTION: The PBX Operator - Guest Service Agent is responsible for providing prompt, courteous and efficient handling of all incoming calls and assistance for outgoing calls which transpire through PBX. Also plays an integral part in assisting with emergencies, (fire, medical, power/system failure) by contacting the designated personnel for immediate assistance.

The Essential Job Functions Of This Job Are

• Greet guests in a friendly manner.
• Handle incoming telephone calls and other guest communication in a discreet fashion.
• Communicate with other departments in a friendly and professional manner.
• Be aware of local attractions and restaurants and make recommendations to guests.
• Accurately communicate with other shifts regarding issues arising from day to day operations.
• Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
• Maintain complete knowledge at all times of: all hotel features/services, hours of operation, all room types, numbers, layout, décor, appointments and location, all room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status for any given day, and scheduled daily group activities.
• Communicate services and amenities of the hotel to guests.
• Assist with Concierge services.
• Complete additional duties as assigned by the Front Office Management.
• Support safe work habits and contribute to a safe working environment at all times.
  
  

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. Job responsibilities can change according to the operational needs of the business.

The Ideal Candidate will

• Carry a friendly, energetic, personable demeanor and have a passion for great customer service, with a customer-first mentality.
• Have strong inter-personal skills and enjoy working in a team-environment and building great relationships with their coworkers.
• Must approach all encounters with guests and employees in an attentive, friendly, courteous and service oriented manner.
• Must be effective at authentic listening skills to, understanding, and clarifying concerns raised by employees and guests alike.
• Must be able to maintain confidentiality of information.
• Be able to work quickly, embrace and learn new information, multi-task and incorporate feedback into personal performance.
• Have the ability to perform various physical tasks during the work shift; strong and quick problem-solving ability.
• Have strong communication skills, written and verbal.
• Possess excellent technical, conceptual, and financial skills.
• Must be able to work a flexible schedule that may include nights, weekends and holidays based upon company needs.
  
  

Additional Responsibilites

Knowledge of the entire hotel safety procedures to ensure the safety and security of our guests and employees.

Qualifications

EDUCATIONAL / CERTIFICATION / LICENSE REQUIREMENTS:

High School Diploma or equivalent - Required

Required Knowledge, Skills, & Abilities

• Proficiency in using various computer software programs, Microsoft Work, Excel, Outlook, and PowerPoint, and general office equipment
• Detail oriented and comfortable working in a fast-paced environment
• Excellent time management and organizational skills
  
  

Previous Experienced Required

Minimum of one (1) years Hospitality experience preferred.