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F91D8FDA6AEAAD70

Position Details

Company:
Lakewood Regional Support
Property:
Lakewood Regional Support
Location:
Florida-Orlando
Management Position:
No
Entry-level Position:
No
Industry:
Hotel/Resort
Position Categories:
Reservations

Telecom Operator

Position Summary
Essential Functions and Responsibilities

Job Specific 90%
• Operates computer based console system with multiple telephone line capacity
• Answers phones in a polite, professional manner according to Loews standards
• Utilizes Property Management System for guest look up, verification, messaging, etc…
• Answers guest inquires by clarifying desired information, researching, locating and providing accurate information
• Fulfills guest requests by clarifying needs, processing request via appropriate method (HotSOS, etc), and following up as needed on guest issues
• Receives, processes, and follows up on guest requests for banquets, engineering, housekeeping, laundry/valet, security, star service, or any other services and/or amenities
• Utilizes computer console and/or PMS to enter messages & guest requests, also relays messages to guests according to Star Service Standards
• Via Point of Sale, inputs and accepts all in-room dining orders; has thorough knowledge of daily specials as well as current menu items. Up-sells as appropriate based on Star Service Standards
• Accepts dining reservation requests for all food and beverage outlets utilizing electronic reservation system. Able to answer all questions in regards to restaurant atmosphere, dress codes (if applicable), cost, food & beverage menu items, etc…
• Gives callers accurate and precise directions to several locations related to hotel property
• Knowledgeable of hotel services, amenities, and special events. Maintains directory of current activities, including but not limited to: character dining, recreation, spa, holiday events, and children’s camp.
• Transmits messages via computer and cellular telephone.
• Accepts and enters VIP wake up calls to Loews Standard. Performs personalized wakeup call functions, assists guests in entering character wakeup call requests
• Serves as communications hub during Emergency Procedures
• Maintains required logs, records and files to document department operations
• Keeps equipment operational by following established procedures and reporting malfunctions
• Other duties as assigned
General 10%
• Promotes and applies teamwork skills at all times
• Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
• Is polite, friendly, and helpful to guests, management and fellow employees
• Executes emergency procedures in accordance with Loews Hotels standards
• Complies with required safety regulations and procedures
• Attends appropriate hotel meetings and training sessions
• Maintains cleanliness and excellent condition of equipment and work area
• Complies with Loews Hotels standards, policies and rules
• Recycles whenever possible
• Remains current with Loews Hotels information and changes
• Complies with Loews Hotels uniform and grooming guidelines
Specific Job Knowledge, Skills, and Abilities
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation:
Required:
• Excellent Communication Skills – oral & written
• Effusive personality with stellar customer service skills
• Able to work a flexible schedule, including weekends and holidays
• Ability to operate computers and basic office equipment
Preferred:
• Previous call center experience is preferred but not required

Qualification Standards

Education: High School Diploma or Equivalent

Experience: Previous call center experience preferred

Licenses or Certificates: N/A


Physical Requirements
The physical demands, mental effort and work environment described here are representative of those that must be met by a team member to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Activity: Frequency:
N/A Less than 1/3
(Occasionally) 1/3 to 2/3
(Frequently) More than 2/3
(Regularly)
Sitting 0
0
0
1

Walking 0
1
0
0

Standing 0
1
0
0

Bending 1
0
0
0

Squatting 1
0
0
0
Required Skills and Experience
Qualifications
� High School Diploma or equivalent
� One years Hotel Room Service Order Seller or Telemarketing experience
� Excellent telephone and guest service skills
� Knowledge of radio dispatch procedures
� Ability to operate computers and basic office equipment
� Ability to work flexible schedule to include weekends and holidays
Bonus:
No
Work Permit:
Applicants who do not already have legal permission to work in the United States will not be considered.
Accommodation:
No
About Loews Hotels

Loews Hotels is a vibrant collection of one-of-a-kind hotels with distinct personalities. Each hotel and resort offers high-quality accommodations, impressive surroundings, personalized service, and thoughtful amenities for a luxurious guest experience. As a company we care about our guests, our community and our team members.

Headquartered in New York City, Loews Hotels manages properties in most major markets in the U.S. and Canada. Each property goes beyond Four Diamond standards to provide guests with a supremely comfortable, uniquely local travel experience at a great value. Loews Hotels boast prime locations in the cities of New York, Washington DC, Denver, Los Angeles, Nashville, Philadelphia, Annapolis, Montreal, and Quebec City, as well as world-renowned vacation destinations such as Miami's South Beach, Universal Orlando, New Orleans, Tucson, St. Pete Beach, and California's Coronado Island. Loews has established some of the industry's most innovative and successful travel programs, including Loews Loves Kids for families and Loews Loves Pets for discerning animals on the road.

At Loews Hotels, our team members' commitment to our guests and dedication to our communities is cherished. We seek genuine individuals who are able to engage and delight our guests by providing Four Diamond AND MORE service. We invest in training and development opportunities for all team members, so they may grow and develop as individuals. We embrace diversity at our core and offer the opportunity for all team members to reach their potential as professionals. At Loews Hotels, we seek to create a dynamic culture that makes work interesting, challenging, fulfilling and fun.

As part of our commitment to our team members, Loews Hotels is proud to offer competitive compensation and benefit plans tailored to each marketplace. These include:

  • Pay that meets or exceeds area standards
  • Retirement (401-K) and incentive plans
  • Medical and dental coverage
  • Short and long-term disability
  • Life insurance
  • Holiday and vacation pay
  • Team member assistance plans
  • Career development programs
  • Tuition reimbursement programs

Loews Hotels is an Equal Opportunity Employer committed to a diverse work culture, M/F/D/V