AYS/DTS Agent--Full Time

PCH Hotels And Resorts, Inc.; Birmingham (AL); On-site; USD 19,000 - 30,000; Full time

Benefits offered by this job

Health Insurance

Dental & Vision Insurance

401(k) Matching

Hotel, F&B, golf and retail discounts

Job summary

Renaissance Birmingham Ross Bridge Golf Resort and Spa is seeking an At Your Service (AYS) / Delighted to Serve (DTS) Agent to be the main contact for guest requests and to provide exceptional service. You will handle calls, logs, and actions using PMS and PBX systems, while promoting hotel amenities and local attractions to enhance guest experiences.

The role emphasizes prompt, friendly communication, meticulous information gathering, ownership of issues, and proactive engagement with guests to

Qualifications

• Proactively handle guest requests and resolve issues with a positive attitude.
• Log requests accurately with all necessary details for prompt resolution.
• Take ownership of guest issues and strive to exceed expectations.
• Promote hotel amenities and services to enhance guest stays.
• Know hotel offerings, menus, local attractions, and services for informed guest assistance.

Responsibilities

• Exhibit exceptional phone etiquette and promptly answer calls.
• Log guest requests accurately and gather information for resolution.
• Take ownership of guest issues and provide quick, satisfactory resolutions.
• Proactively engage with guests and offer upsells to enhance stays.
• Maintain knowledge of room service menus, outlets, and local attractions for guest assistance.
• Utilize PMS and PBX systems to handle inquiries efficiently.
• Demonstrate multitasking and problem-solving in handling multiple requests.
• Inform guests about department hours and services within the hotel.
• Serve as an ambassador for hotel amenities and services.

Skills

Phone etiquette

Guest services

Communication

Multitasking

Problem-solving

PMS proficiency

PBX switchboard

Upselling

Menu knowledge

Attention to detail

Tools

PMS software

PBX system

Job description

Description

As a member of our hospitality team, the primary role of an At Your Service (AYS) / Delighted to Serve (DTS) Agent at Renaissance Birmingham Ross Bridge is to be the primary point of contact for guest requests and provide exceptional guest service by promptly handling all guest calls and requests, and take proactive steps to address and resolve any concerns. This role is responsible for possessing knowledge of the hotel's offerings, menus, local attractions, entertainment, and services to provide helpful information to guests. A crucial part of this role is excellent organizational and time management skills, strong attention to detail, effective communication abilities, and proficiency in property management systems (PMS), guest areas, F&B post terminals, and PBX switchboard consoles.

Some key components of the role will include:

• Exhibit exceptional phone etiquette, promptly answering calls with a friendly and professional demeanor to ensure effective communication with guests.
• Log guest requests accurately and efficiently, paying meticulous attention to detail and gathering all necessary information for prompt resolution.
• Take ownership of each guest issue, providing quick and satisfactory resolutions while consistently exceeding their expectations.
• Proactively engage with guests, anticipating their needs and offering additional services or upsells to enhance their stay.
• Possess extensive knowledge of room service menus, local attractions, resort outlets, amenities, and features, including the Robert Trent Jones Golf Trail and other PCH Hotels, to offer comprehensive assistance to guests.
• Utilize various technical skills, including proficiency in Property Management Systems (PMS), guest area operations, Food & Beverage post terminals, and PBX switchboard consoles, to efficiently handle guest inquiries and facilitate seamless operations.
• Exhibit excellent multitasking abilities and problem-solving skills to address multiple guest inquiries and resolve issues promptly and efficiently.
• Familiarize guests with the hotel and its services, including the operating hours of all departments within the hotel and the surrounding areas, to provide a well-informed and convenient experience.
• Act as a hotel ambassador, promoting various amenities, restaurants, lounges, gift shops, and services, enhancing the overall guest experience.
• Understand and explain various payment options and procedures related to room service, ensuring a smooth and hassle-free experience for guests during their stay.
• Adhere diligently to the hotel's credit policy and procedures, accurately processing transactions and maintaining financial integrity.
• Provide accurate directions and information to guests, assisting them in navigating the hotel premises and local area effectively.
• Record all customer complaints in the guest response program, ensuring thorough documentation and proactive follow-up to prevent future issues.
• Continuously strive to offer the best service to guests, actively seeking ways to improve and enhance their experience during their stay.

Renaissance Birmingham Ross Bridge Golf Resort and Spa is widely recognized as one of the finest resorts in the Birmingham area and all of central Alabama. Affectionately known as "The Castle", the resort has recently undergone a beautiful renovation, a pool expansion, and the onsite golf course is the fifth-longest course in the world and a
destination for golfers from around the world. The event spaces include 18 event rooms, over 25,000 feet of space, and a capacity of a over 1,000 in the largest room. The resort hosts a wide array of weddings, corporate meetings, social events, and much more!

As a part of the PCH Hotels & Resorts portfolio, Ross Bridge associates enjoy a comprehensive benefit package and a wide array of perks and discounts, including:

• Full health, dental, and vision coverage including both FSA and HSA options,
• 401k with matching
• Hotel, F&B, golf, and retail discounts throughout the company properties
• And much more!

Join the PCH Hotels & Resorts team, where we believe in providing "hospitality with heart & soul"!

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.