Guest Communications Agent

JOB SUMMARY:  

The Guest Communications Agent is responsible for answering and extending all incoming calls courteously and efficiently and performing other essential PBX/Telecommunications duties. To maintain a high standard of service and hospitality always, while assuring all aspects of communications are successfully operating for our guests and talent during routine business operations and emergency situations. 

JOB RESPONSIBILITIES: 

• Answer all incoming phone calls to the hotel using the proper protocol, greetings and closings as determined by management.
• Take requests from guests or transfer to the appropriate department and assuring requests for maintenance or repairs are logged correctly and promptly including following up with the guest regarding all concerns when applicable.
• Ability to take complete and correct messages and relay them as quickly and efficiently as possible to guests and various resort personnel.
• Demonstrate current knowledge of all key personnel and departmental functions of the resort.
• Assist guests with telephone dialing instructions including, room to room, local, long distance and/or international dialing using correct protocol.
• Correctly and accurately log all wake-up calls. Perform wake-up calls promptly and on time using appropriate greeting as determined by management.
• Takes requests for wake-up calls and follows through to ensure guests receive their wake-up call at the requested time.
• Performs functions of a concierge, their duties and requests, via telephone.
• May perform duties of Front Office Agent or Reservation Agent as needed. 

SKILLS AND EDUCATION REQUIREMENTS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required 

• Must be able to speak, read, write and understand English.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability.
• Must possess basic computer skills
• High school or equivalent education preferred.
• Prior luxury hospitality experience preferred.
• Ability to multitask between different computer systems. 

QUALIFICATION: 

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to the safety or health of employee or others. 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, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Note: The responsibilities associated with this job could change from time to time in accordance with Hotel Californian’s business needs. As a team player, I may be required to perform additional and/or different responsibilities from those set forth above.