Call Center - Call Center Agent

The Call Center Agent represents the hotel to the guest throughout their voices over the phone. The guest might call the Call Center Agent with questions about any service needed, such as extra pillow, makeup the room, engineering issues, luggage pick up, car retrieval, Front Desk questions, Spa requests, Dining reservation including In Room Dining Orders, lounge entertainment schedule, shuttle service to the airport, or about any other service or activity on the property.

This includes incoming calls to the hotel from outside, internal calls between rooms or departments, and calls from or to guests. Call Center Agent must be responsible, organized, and fast thinking, being able to put calls through to the correct location without hassle and ensuring that the links between these calls are not broken.

As an integral part of a team, the Call Center Agent is responsible for continuously looking for ways to improve each guest’s experience from providing exceptional service and effortless communication between all parts of the hotel.  

The Call Center Agent must be sales minded. A guest who has never stayed at the hotel will not know what the property has to offer. A returning guest may not know about new services or options. It is up to the Call Center Agent to sell the guest on the hotel’s rooms and services. Call Center Agents does not need to use hard sell techniques. Rather, they should present options and alternatives to guest and help in making choices. Agents should know the location and types of available rooms as well as activities and services of the property. As part of the registration process, we call attention to special promotions or events of restaurants, lounges, gift shops or other outlets.

ESSENTIAL FUNCTIONS

• Establishing positive guest relationships through the consistent delivery of excellent customer service  
• Maintain complete knowledge of:
• How to operate the Mitel switchboard.
• Hotel extensions and room numbers.
• Use of the computer (Outlook, Microsoft Teams, Microsoft Word, Excel, HMS, OpenTable, HotSOS, Intelity, InfoGenesis) and any other system used to help enhance guest service.
• Radio system.
• Route all callers to requested guest or hotel personnel.
• The basic knowledge of wines and liquor, beers, and non-alcoholic selections available in In-Room Dining.
• Daily menu specials, unavailable items.
• Scheduled in-house group activities, locations, and times.
• Maintain complete knowledge and strictly abide by state liquor regulations.

• Accept and process all special guest request for:
• Transferring calls
• Do not disturb
• Call forwarding
• Conference calls
• Screening calls
• Confidential status
• Taking messages
• Create, update, and cancelling reservation using OpenTable
• Generate, follow up, and close tickets in HotSOS
• Take In Room Dining Orders using InfoGenesis/ Intelity
• Able to handle emergency situations. 

• Maintain cleanliness, sanitation, and organization of the work areas always.
• Display a friendly, courteous, and professional manner in all dealings will guests, patrons and other employees. Use of luxury language.
• Understand room status and room status tracking.
• Work closely with the Concierge and Front Services staff to coordinate the efficient handling of guest luggage and follow up on guest’s request.
• Handle guest issues or concerns.
• Handle a multitude of tasks.
• Keep all support departments informed of necessary information or requests.
• Recite hours of operation of all hotel facilities.
• Understand the tasks performed by a Guest Service Agent, Reservation Agent, Concierge, Front Service Supervisor, Front Service Attendant, and Housekeeper.
• Handle hotel emergency procedures and situations with maturity and professionalism.
• Perform tasks and projects as delegated by the Assistant Front Office Manager.
• Use suggestive selling techniques to promote other services of the hotel.
• Coordinate room status updates with the Housekeeping Department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, day use rooms and no-show rooms.
• Follow proper mail, package, and message handling procedures.
• Read and initial the Daily Front Office Briefing minutes and bulletin board daily.  Be aware of daily activities and meetings taking place in the hotel.
• Attend department meetings.
• Report any unusual occurrences or requests to the manager or designated manager.
• Follow safety and emergency procedures. Be aware of accident prevention policies.
• Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
• Work well with other departments since they all work hand in hand.
• Cross-train in other areas of the hotel as needed to understand the overall operations of a hotel.
• Be friendly, courteous, and professional manner in all dealings will guests, patrons and other employees.
• Answer and direct all telephone calls with a smile; pleasant & courteous.
• Features and services provided by the hotel.
• Respond to all incoming calls within 2 rings.
• Provide callers with accurate information on hotel facilities and services.
• Assist guest with long distance, credit card, collect calls, etc.
• Document all guest complaints or problems and follow through.
• Assist in emergency situations. i.e., 911.
• Operation of the Simplex Fire Control Panel.
• Monitor pre-registered reservations and contact guests when rooms become available for check-in.
• Use HotSOS to have luggage and amenities delivered to room prior to arrival.
• Monitor expected departures and call guests if still in-house beyond expected departure time.
• Prepare and send VIP report.
• Print Emergency Reports.
• Print and distributing vacant room report.
• Review breakfast inclusive reservations to ensure charges are accurate day prior to departures.
• Monitor Halekulani Information emails.
• Reply to inquires when possible.
• Forward inquires to designated departments.
• Input Leaders Club membership applications.
• Modify accounts with information obtained from registration cards.
• Perform all other duties as may be required or assigned.

SUPERVISORY REQUIREMENTS

Reports To:         Call Center Supervisor and Front Office Management                     

Supervises:        N/A

EDUCATION/EXPERIENCE

• Previous experience in the hotel/ travel industry preferred.
• High school diploma or equivalent vocational training certificate, some college.
• Any combination of education and experience which would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position.

LICENSES/CERTIFICATIONS

• None

KNOWLEDGE, SKILLS, & ABILITIES

• Excellent communication and organization skills
• Ability to maintain confidentiality of guest information and pertinent hotel data.
• Able to speak & understand Japanese language.  
• Ability to type 35 words per minute.
• Ability to anticipate guest needs; respond promptly and acknowledge all guests.
• Must be highly organized, detail-oriented and can multi-task.
• Ability to always maintain positive guest relations.
• Input and access information in the PMS, the property management system/ computers/ telephone system/ emails/ point of sales system.
• Ability to work any day during the week and all shifts as needed. 

PHYSICAL DEMANDS

The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to transport up to 30 lbs.
• Ability to sit/stand/walk for up to 8 hours throughout work shift.
• Ability to stoop, bend, push, pull, and reach frequently
• Ability to endure various physical movements throughout the work areas. 

WORK ENVIRONMENT

• Indoor, air-conditioned environment.
• Outdoor, non-air-conditioned environment.
• Exposure to variable temperatures and weather conditions.
• Variable noise levels.
• Exposure to fumes, odor hazards, dust, mites, and/or chemicals.