Yes! Agent (PBX Agent), Hotel Operations

YOUR MISSION (The Job Description):

The YES! Agent will play an important role in expediting all incoming calls in a timely and accurate manner, and responding to emergency situations, as well as handling guest messages and wake-up calls. The YES! Agent will be responsible for logging and distributing hotel guests, management, and executive messages.

THE NITTY-GRITTY (The Essential Job Duties):

This role will work closely with their manager to:

• Receive internal and external calls in order to answer questions, direct calls, or provide general information
• Meet department standards regarding dialogue and customer courtesy
• Provide accurate information to appropriate authorities/departments during emergencies
• Assist in-house guests with all request and challenges including but not limited to engineering challenges, housekeeping needs, and general questions
• Answer internal phone calls from food and beverage outlets with questions regarding charging privileges, room service amenities, and pre-authorization of charges.
• Process guest departure requests, including settling the bill, arranging and posting late check-out fee, and finalizing departure requests such as emailing or faxing the guest's folio

MUST HAVE'S

• Ability to break down barriers and resolving potential conflicts swiftly and effortlessly
• Creativity and innovation are essential!
• Ability to think outside the box and approach all issues with a completely fresh approach
• Ability to anticipate needs and over-deliver wherever possible
• Candidates must think on their feet and use their initiative to solve problems and deliver solutions
• Enthusiastic, passionate, able to enthuse and motivate others
• Leadership ability and behavior consistent with Virgin Hotels Core Values: Fun, innovative, original, and personable, and striving to deliver high quality and brilliant customer service

Background must-have:

• Use a computer effectively to access, understand, and input customer information
• Effectively communicate in English with customers and co-workers
• Review and comprehend all necessary documentation
• Operate in a working environment that is sedentary in nature and subject to varying levels of noise
• Effective written and verbal communication skills required

WOULD BE NICE TO HAVE'S

• Experience using equipment associated with the position, including but not limited to PBX NEC console system, Agilysys AS400, LMS property management system, two-way radios, and cellular phone equipment
• 6 months to a year of call center experience
• 6 months to a year of customer service experience

VALUABLE TRAITS

• Proactive
• 50% logical / 50% creative
• Enjoy working with a team and alone as the situation dictates.
• Adaptive, Flexible!
• Embody "good attitude."
• Enjoy process improvement
• Evoke inspiration in those around you and encourage them to create their best work.
• Results-oriented
• Unwavering integrity and endless work ethic.
• Appreciate constructive feedback, as well as graciously providing the same
• Tenacious and self-motivated

*Virgin Hotels celebrates diversity and is proud to be an Equal Opportunity Employer*