Guest Experience Ambassador

Description

Since 1947, The Colony Palm Beach has been the center of Palm Beach social life hosting-- U.S. Presidents, European Royalty and welcoming travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from world-famous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean.

For more information visit http://thecolonypalmbeach.com

The Colony Palm Beach is an Equal Opportunity Employer and a Drug Free Work Place.

JOB OVERVIEW:

Answer both internal and external phone calls emails, and Zingles provides information about the hotel, amenities, nearby venues and businesses to the guests.

ESSENTIALS JOB FUNCTIONS:

1. Consistently offer professional, courteous, and engaging service.
2. Ensure that all calls are responded to within 3 rings using correct greeting and telephone etiquette.
3. Respond to Zingles promptly follow up to ensure completion of guest requests.
4. Operate the switchboard by screening calls, gathering basic information from callers to understand who they need to be transferred to, or answering questions callers may have.
5. Transfer callers to the correct person or assist in finding an appropriate person.
6. Take messages to relay at a later time or pass them on to another team member.
7. Receive guest messages and deliver messages to guests.
8. Responsible for setting up wake-up calls when requested.
9. Provide accurate and thorough information about the hotel’s accommodations, packages, promotions, services, and amenities.
10. Assist guests with restaurant reservations, activities, packages and special event reservations.
11. Coordinate guest requests with designated vendors according to departmental standards, including but not limited to
    • Room accommodations
    • Transportation from hotel to airport and return
    • Bus/train transportation
    • Limousine reservations
    • Car rentals
    • Car repair and servicing
    • Charter flights/rentals
    • Babysitting services
    • Banking/financial services
    • Business center services/fax or telex services/mailing and delivery services.
    • Interpretation services.
    • Notary services
    • Restaurant reservations, nightclub activities
    • Dry cleaning, laundry, alterations, repairs
    • Sporting events, golf facilities, sports and athletic activities/rentals, outdoor activities, and health hotel facilities.
    •  
    • • Flowers
      • Salon appointments
      • Shoe shines
      • Movie/theater/attraction tickets
      • Sightseeing tours    
      • Medical services
      • Religious services
    • Assist guests with Room Service and Beach orders and lace orders with FoodBeveragesage.
    • Fully comprehend and efficiently operate all relevant aspects of the hotel’s switchboard.
    • Maintain complete knowledge of:
    • All hotel features/amenities/services and hours of operation.
    • All hotel restaurant food concepts, menu price range, dress code, and ambiance.
    • All hotel room types, numbers/names, layouts, appointments, amenities and locations.
    • All hotel room rates, special packages, and promotions.
    • Scheduled daily group activities, names, and locations of meeting/banquet rooms.
    • Local events, attractions, and holiday schedules.
    • Monitor, track, and handle guest comments.
    • Monitor and respond to guest complaints following the instant pacification procedure and hotel’s standards.
    • Document and handle guest calls and Bell/Valet assistance requests.
    • Place orders and schedule amenities, gift bags, mail, ice, or special request items to be delivered to guest rooms in a timely manner.
    • Monitor and maintain cleanliness and working conditions of departmental equipment/supplies.
    • Prepare work orders for equipment repairs and distribute them to Engineering.
    • Ensure that all pertinent information is documented and relayed daily.
    • Handle emergency calls
    • Maintain knowledge of all safety and emergency procedures and know accident prevention policies.
    • Report accidents, injuries, and unsafe work conditions to the supervisor or manager.
    • Successful completion of all required training/certifications.
    • Develop and maintain positive working relationships with others.
    • Ensure that the appropriate level of confidentiality and security for all guest and company information is achieved, creating a feeling of comfort and confidence for guests.
    • Comply with quality assurance expectations and standards.
    • Perform other duties as assigned by the supervisor

Qualifications

Education/Experience Requirements:

1. High School Diploma or equivalent.
2. Previous guest service or hospitality experience, preferably in a luxury hotel/resort.
3. Thorough knowledge of hotel services and amenities.
4. Availability to work holidays, weekends and periods of high demand.
5. Computer Skills - Proficient with Microsoft Office Suite or related software
6. Proficient with a hotel PMS and Switchboard PBX.
7. Oral Comprehension - demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
8. Reading Comprehension - demonstrates understanding of written sentences and paragraphs in work-related documents.
9. Writing - communicates effectively in writing as appropriate for the needs of the audience.
10. Excellent guests service skills.
11. Excellent telephone etiquette skills.
12. Ability to operate Hotel’s PBX system and manage heavy volume of phone calls.
13. Ability to focus attention on guest needs, remaining calm and courteous at all times.
14. Previous data entry experience.

Desirable:

1. Previous switchboard operator experience.
2. Previous five-star guest service training.
3. Fluent in a secondary language.