Ideal Services Agent

Tiempo Completo

Overview:

This team member will direct phone calls toappropriate personnelandassistall guests and associates in a courteous and professional manner.We are looking for motivated and energetic individuals who love contributing to a winning team. If you haveoperator / phone agent experiencein a hotel environment and a passion for serving others, we would love to speak with you about this role.

Responsibilities:

• Maintain regular attendance in compliance with Omni standards, as required by scheduling which will vary according to the needs of the resort.

• Maintainhigh standardsof personal appearance and grooming, which include wearing the proper attire/uniform and name tag when working.

• Answer all incoming phone calls to the resort using the proper protocol,greetingsand closings asdeterminedby management.

• Take requests from guests or transfer to theappropriate departmentand assuring requests for maintenance or repairs are logged and promptly dispatched to the corresponding department including following up with the guestregardingall concerns when applicable.                  

• Demonstrate current knowledge of all key personnel and departmental functions of the resort.

• Assistguests with telephone dialing instructions, or to dial for them using all types of calls including, room to room, local, long distance and/or international dialing using correct protocol.

• Correctly and accurately log all wake-up calls. Perform wake-up calls promptly and on time using appropriategreetingasdeterminedby management.

• To be thoroughly acquainted with the AM and PM checklist.

• Process guest check-outs according to Omni’s Moments of Service and Standard Operating Procedures.

• Be familiar with all systems andequipment asrelated to the Front Desk

• Accommodateroom changesexpediently.

• Assistwith billing inquiries and be knowledgeable of all details included within guest folios

• Log all guest requests, service deficiencies, and work orders in Synergy and Opera.

• Be thoroughly knowledgeable of all Front Office and PBX Moments of Service scenarios, emergency procedures and execute to standard.

• Be familiar with all hotel amenities (Wireless Internet, Select Guest Program, GHA Discovery Program, Laundry Services, and Omni Kids Program).

• Be familiar with all hotel facilities (F&B Outlets, Membership, Business Center, Gift Shops, Coffee Market, Fitness Center, Spa, and Golf Pro Shops).

• Understand the importance of our Medallia scores.

• Assistmanagement with miscellaneous front office tasks including but not limited to, organizing, filing, and delivering requested items to guests.

• Perform any other duties as required by management

Qualifications:

• Ability to clearly and professionally communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone.

• Ability toaccurately and efficiently input informationinto computer systems.

• Ability to work cohesively with co-workers both within and outside of your department.

• Ability to multitask, prioritize,organizeand follow up.

• Previouscustomer service experience and cashieringispreferred.

• Must be able toworka flexible schedule and willingness to work nights, weekends, and holidays.

Rate per hour starts at $32.42 and increases to $33.08 per hour after 90 days