At Your Service Agent

Tb-Isle-Resort-Lp; Florida; On-site; USD 21,000 - 26,000; Full time

Job summary

Tb-Isle-Resort-Lp in Florida seeks an At Your Service Agent to answer guest calls, direct them to hotel extensions or guestrooms, and provide information on events and emergencies.

The ideal candidate has 1–2 years in luxury hospitality, outstanding guest service, strong communication and problem-solving skills, and proficiency with Excel, Word, Outlook, and hotel software. Flexibility for PM shifts, holidays and weekends is required.

Qualifications

• High school diploma; 2-year college degree preferred.
• 1–2 years luxury hotel experience or equivalent.
• Outstanding guest services skills.
• Strong communication and analytical abilities.
• Typing skills essential; proficient with Microsoft Office and hotel software.

Responsibilities

• Answer multiple incoming telephone lines.
• Obtain necessary information and transfer calls to correct extensions.
• Provide information to callers as appropriate.
• Log and track internal and external service and corrective maintenance requests.
• Handle guest concerns or complaints over the phone.
• Complete personalized wake up calls for guests.
• Coordinate special arrangements during guest stay and coordinate future visits.
• Perform other duties as required by management.

Skills

Guest service

Communication

Typing

Time management

English proficiency

Problem solving

Education

High school diploma; 2-year college degree preferred

Tools

Excel

Word

Outlook

Opera

GXP

Job description

Scope of positionThe At Your Service Agent is responsible for answering calls made to the hotel and direct them appropriately to hotel extensions or guestrooms eliminating the call around process for the guest. He/she will clearly communicate with guests regarding hotel information, events, and emergencies.Position RequirementsProfessional demeanor appropriate for a luxury environment.Minimum 1-2 years of luxury hotel experience required or equivalent.Outstanding guest services skills.Handle a multitude of tasks in an intense, ever-changing environment.Effective at listening to, understanding, and clarifying the concerns and issues raised by guests and members.Typing skills essential.Proficient in Excel, Word, Opera, Outlook, or Guest Experience Platform (GXP).Able to operate multi-line switchboard efficiently.ResponsibilitiesAnswer multiple incoming telephone lines.Obtain necessary information and transfers call to correct extensions.Provide information to callers as appropriate.Log and properly track internal and external service and corrective maintenance requests.Handle guest concerns or complaints over the phone.Complete personalized wake up calls for guests.Possess superior phone etiquette, record keeping and follow-up skills.Ensure guest issues and complaints receive prompt action and follow-up in accordance with hotel standards.Handle special arrangements during guest stay and coordinate future visits.Perform any other duties as required by management.EducationHigh school diploma: 2-year college degree preferred.Skills and AbilitiesAbility to communicate in the English language. Second language is a plus.Strong problem solving and analytical abilities.Ability to meet deadlines and work under pressure.Experience using computers and software programs such as Microsoft Office (Word, Excel, and Outlook).Ability to work flexible schedules including PM shifts, holidays, and weekends and able to perform multiple tasks.Physical RequirementsOn a continuous basis, sit at a desk for long periods of time in front of a computer screen.Intermittently twist to reach equipment or supplies surrounding desk.Use telephone and computer keyboard daily.Must be physically fit to lift, pull, and push items up to 50 pounds.Also requires standing/walking/reaching and bending throughout shift.