Call Center Agent - Front Office (Full Time) - Terranea Resort

Provides courteous, professional and efficient services to internal or external callers/guests by utilizing hotel telephone system, radios, and multiple computer software and company resources to fulfill requests, answer questions and provide solution to problems for guest satisfaction. 

Promptly answer phones using a positive and articulate speaking voice with proper verbiage. Exercise judgment while handling guest inquiries, and respond promptly with accurate and thorough information according to the individual needs of guests. 

Listen and extend assistance in order to resolve challenges quickly and efficiently, using experienced judgment and discretion and all tools and resources provided. Resolve guest challenges, conducting thorough research to develop the most effective solution for the guest.

• Understand and practice Terranea Core Values on a daily basis.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Answer phone system using a positive and articulate voice.
• Respond to all incoming telephone calls within 3 rings, using proper salutation and closing.
• Route callers to requested guest or hotel department
• Assist guests with concierge services such as: restaurant reservations and recommendations, driving directions, transportation needs and other requests as needed using ALICE and Open Table systems.
• Must be able to answer all calls, internally or externally, relating to Front Desk inquiries.
• Take all in house calls and enter into HotSOS for dispatch to appropriate department.
• Respond to dispatches with radio communication system for all Porter and Valet requests.
• Follow up on all calls to ensure guest satisfaction.
• Assist guests with billing issues and make necessary adjustments.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Document all guest requests, opportunities or challenges in Opera; resolving those opportunities that you feel comfortable doing so, to ensure guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of:
  • All hotel features/services, hours of operation.
  • All room types, numbers, layout, decor, appointments and location.
  • All room rates, special packages and promotions.
  • Daily house count and expected arrivals/departures.
  • Room availability status for any given day.
  • Scheduled in-house group activities, locations and times.
  • All hotel and departmental policies and procedures.
• Access all functions of the computer system.
• Record wake-up calls into Opera system.
• Make wake-up calls logged in the Opera system.
• Create package cards for all reservations that include credits for incidental charges and alert the reservations.
• Apply Consortia resort credits to reservations that are due to checkout.
• Provide callers with accurate information on hotel facilities and services.
• Input all guest opportunities and challenges regarding Housekeeping or Engineering in HotSOS, resolve immediately and notify designated department as needed.
• Follow up with guest’s opportunities and challenges regarding Housekeeping or Engineering to ensure completion and guest satisfaction.
• Manage and respond to emergency system, in a calm and professional demeanor and notify security of situation.
• Complete daily checklist and provide any pass-on information to next shift.
• Complete any assignments from managers in timely manner.
• Set up work station with necessary supplies and resource materials.
• Secure headset to console and log onto systems.
• Accommodate all telephone requests in a congenial manner within company standard.
• Monitor telephone system problems and maintain log as needed.

Additional Duties & Responsibilities:

• Hearing and visual ability to observe and detect signs of emergency situations.
• Be familiar with the Front Desk, Call Center, Housekeeping and Reservations department’s policies, procedures and overall operations.

• Ability to communicate, both verbally and written, effectively with guests, vendors and co-workers.
• Strong organization, motivation, and interpersonal skills.
• Critical thinking, problem solving, judgement, and decision making abilities.
• Strong verbal and written communication skills. Fluent in multiple languages is highly preferred.
• Detailed oriented and strong organizational and multi-tasking skills.
• Ability to effectively cope with change, handle risk and uncertainty comfortably, ability to shift gears at a moment’s notice while being composed under pressure. Doesn’t show frustration when dealing with upset guests or associates.
• Relates to all types of people – up, down, and sideways, inside and out the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.
• Genuinely cares about people, demonstrates real empathy and the joys and pains of others.
• Professional and appropriate business appearance and demeanor aligned with the Terranea brand, culture and grooming policy.
• Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, associates may be required to work varying schedules, including holidays and weekends to accommodate the business and demands of the property.

Experience, Education, & Licensure:

• High school diploma or equivalent
• Completion of College Level courses with concentration in Business or Hospitality is strongly desirable.
• One (1) or more years’ experience in the Hospitality Industry; preferably in Front Office, PBX/Rooms Division.
• Certification in CPR highly preferred
• Previous guest relations training

Compensation:

Base Pay Start Rate: $21.65

We offer a competitive benefit package for full-time, regular team members that includes: group medical, dental, vision, life, and disability benefits, as well as participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement and an employee assistance program. We also offer paid time off/sick time and are proud to offer participation in a 401(k) plan with a company match! 

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