PBX Guest Service Agent

Job Details

Level
Entry

Job Location
Balboa Bay Resort – Newport Beach, CA

Position Type
Full Time

Salary Range
$21.00 Hourly

Job Shift
Any

Job Category
Hospitality – Hotel

Responsibilities

Starting Rate: $21.00 + Sign-On Bonus: $1,00.00

Position Summary:

Handles incoming and outgoing internal and external phone calls. Answers basic inquiries pertaining to hotel services, room availability, and amenities. Assists with front desk/guest services as requested.

Duties & Responsibilities

Primary Responsibilities/Essential Functions:

1. Answers the switchboard and transfers calls to the appropriate office, department or guest room.
2. Transmits and receives messages using the appropriate equipment.
3. Answers inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions. Responds to lost and found inquiries.
4. Ensures customers and team members receive mail, faxes, packages and messages in a timely manner.
5. Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
6. Notifies management of any problems resulting from guest complaints, intoxication or disruptive behavior.
7. Follows all safety policies and procedures. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager. Maintains strict compliance with hotel’s Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.
8. Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.

Other Responsibilities/Supportive Functions:

1. May make restaurant transportation or entertainment reservations for guests.
2. Assists with making room reservations if directed if a reservations agent is not available.
3. Receives work requests and guest requests by phone or email and forwards or reports/inputs the request according to department procedures. Uses radio to dispatch immediate needs to appropriate department. Reviews open tickets and follows up with staff to ensure work is completed. Closes completed tickets as directed.
4. Ensure all requests and service requests are placed into Hotsos. Track and follow up with each item to ensure it is being completed to Forbes Standards. Follow up with appropriate departments when needed and follow up with guests to ensure they are satisfied. Administer service recovery to guests as needed and ensure the guests are satisfied.
5. Go above and beyond for guests to help them celebrate special events and occasions.
6. Use appropriate Forbes and management approved verbiage for every call abiding by the “golden Six” and Forbes standards.
7. Manage the Trustyou website and mobile app website guest communications and ensure all guest chats are responded to immediately.
8. Take event reservations when a reservations agent is not available.
9. Input and manage wake up calls and ensure all guests are reached out to for their wake up calls.
10. Follow up with prior emailed pass-ons and all email communication. Then ensure you send a daily pass-on of all necessary information
11. Ensure that all guests are reached out to and informed of any packages or mail received.
12. Merge guest profiles in Opera.
13. Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents.
14. Complete any other assigned duties by management.

Note: This job description is not intended to be all-inclusive. Team Members may perform other related duties as required to meet the ongoing needs of the organization. Management reserves the right to add, modify, change or rescind work assignments and to make reasonable accommodations as needed.

Qualifications

Qualifications (relevant experience, education and training):

1. Guest service or customer service experience desired.
2. Requires ability to serve needs of guest through use of the phone, computer and face-to-face interactions. Contacts sometimes contain confidential/sensitive information so requires ability to use discretion. Must demonstrate positive attitude and professional demeanor. Requires strong communication and interpersonal skills and commitment to a high level of guest satisfaction.
3. Requires ability to perform basic math skills such as addition, subtraction, multiplication and division.
4. Requires ability to learn and use telephone and computer systems used at the hotel. Working knowledge and skills of computer operation (including proficiency in Word and Excel) required.
5. Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
6. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Must be able to speak, read, write and understand English to understand instructions, safety rules, and communicate with guests.
7. Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends and alternate shifts.
8. Completes all required training as scheduled.
9. Must maintain a clean appearance and professional demeanor.

Special Skills & Abilities/Mental and Physical Demands:

While performing the duties of the job the team member regularly sits for sustained periods of time. While performing the duties of the job the team member frequently uses fingers to enter data into computer or operate telephone/office equipment. The team member occasionally grasps objects. The team member frequently reaches by extending hand(s) and arm(s) in any direction. The team member occasionally stoops and crouches. The team member regularly talks and hears to answer phones and communicate with guests or staff. Exerts up to 25 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. The team member is required to have close visual acuity to view telephone console, computer terminal, documents and guests. The team member is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned.

The team member is subject to inside environmental conditions. The noise level is usually quiet. The team member is subject to hazards that includes proximity to electrical current found in office related equipment The team member is occasionally subject to atmospheric conditions such as perfumes, odors, or dusts.

(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.