YOUR MISSION (The Job Description)
The Call Center Agent will play an important role for 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 Call Center Agent will be responsible for logging and distributing hotel guests, hotel management, and hotel executive's messages, as well as handling of guest and wake-up calls.
THE NITTY-GRITTY (The Essential Job Duties) Including but not limited to:
This role will work closely with Room Reservations Manager to:
- Receive internal and external calls 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
WHAT IT TAKES (The Qualities We Look For)
- Use all equipment associated with the position, including but not limited to computer keyboard, PBX NEC console system, Agilysys AS400, LMS property management system, and two-way radios and cellular phone equipment
- Use a computer effectively to access, understand, and input customer information
- Effectively communicate in English with customers and co-works
- Review and comprehend all necessary documentation
MUST HAVE'S
- Current, legal, and unrestricted ability to work in the United States
- Always communicate effectively with all levels of employees as well as all external contacts
- Experience using a computer to effectively access, understand and input customer information
- Review, comprehend, and respond to all necessary documentation with a strong attention to detail
- Use all equipment associated with the position, including but not limited to: Microsoft Word, Excel, and Outlook
- The skills and abilities necessary for this position are typically acquired through the completion of a high school degree or equivalent, as well as two months of on-the-job training
THE WORKING CONDITIONS
- Work in an environment that is subject to varying noise levels, the severity of which depends upon work volume
- Effectively and efficiently move from floor to floor as needed
- Lift up to 40 pounds
- Move up to 50 pounds to be able to perform inspector and utility duties as needed and perform necessary inventory checks
- Must be able to withstand prolonged sitting without restriction
- Must be able to work in a fast-paced, busy, and somewhat stressful environment, and maintain physical stamina and mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines
- Must be able to touch and handle supplies in a safe and non-hazardous manner, maintaining proper hygiene, cleanliness, and disposal methods
VALUABLE TRAITS
- 50% logical / 50% creative / 100% AWESOME
- Enjoy working with a team and alone as the situation dictates
- Adaptive, Flexible!
- Embody "great attitude"
- Unwavering integrity and endless work ethic
- Appreciate constructive feedback, as well as graciously providing the same
- Tenacious and self-motivated
This is not an exhaustive list of duties, responsibilities, and conditions.
*Virgin Hotels celebrates diversity and is proud to be an Equal Opportunity Employer*
