Agent - PBX

Summary:

To increase the value and desirability of Ocean Reef Club membership and real estate by providing incomparable excellence in all services and facilities in the Ocean Reef Club community.

Essential Duties and Responsibilities: 

In addition to the following duties and responsibilities, other duties may be assigned:

• Greet members and their guests by using name recognition, with a smile and a warm welcome.
• Refrain from using filler words when giving your prepared spiels. 
• Practice and know your frequently used spiels.
• Prepare and complete in detail daily tasks according to check list and special assignments by a Supervisor, Manager or Director in a professional and timely fashion.
• Provide assistance and information to all member and their guests at all time and be familiar with different club services, activities, facilities and locations; meeting rooms, the fishing village shops, charter activities, restaurants and the Buccaneer Island.
• Alert proper authorities in emergency situation.
• Locate phone numbers in a timely manner by name, address and / or location.
• Update lodging departments on hours of operation and any other changes the may occur.
• Ability to restrict and un-restrict lines for member, guests and associates.
• Accurately and in a timely manner, take and deliver guests messages.
• Accurately and in a timely manner, handle centralized group messages.
• Accurately and timely manner, obtain and deliver wake-up call requests.
• Be able to answer questions concerning any outdoor amenities corresponding to the club's lodging, pool locations, washer and dryer facilities and golf cart outlets
• Read resumes on a daily basis and be familiar with the member conferences, the terminology used and all daily and near future functions being held at the Ocean Reef Club.
• Receive, log and notify members and their guests in a timely manner, any incoming, outgoing faxes and packages.
• Understand the telephone system, message procedure and voice mail system for administrative and hotel and to be able to practice proper telephone manners and behavior.
• Communicate and report housekeeping and engineering needs upon requests for all INN room guests. Log and follow up on each if you are the reporting Agent.
• Communicate effectively with all other departments in professional manner by maintaining a good working relationship and atmosphere within the departments.
• Communicate with the on-coming and out-going shifts within the department, read log book, emails, and information board before each shift.
• Be thoroughly familiar with the Club's security and all emergency procedures.
• Basic knowledge about membership, different types, monthly billing, gate clearance and sponsorship.
• Be knowledgeable and proficient withal equipment and forms used in the Front Office
• Comply with all policies, rules and Standard Operation Procedures of Ocean Reef Club.
• Know the names of and recognize the members of the Board of Directors, also understand the relationship between ORC and ORCA.
• Assist members and guests to comply with the member dress code.
• Monitor daily the Profit Watch call accounting system and report any inconsistencies.
• Present a clean, well-groomed appearance in accordance with the Ocean Reef Club standards at all times.
• Keep the department area and all other areas at the Ocean Reef Club in clean, healthy, organized and well maintained at all times.
• Ability to multi-task efficiently, while answering each call with a cheerful attitude consistently.
• Above all the ability to accomplish all of the above while maintaining a cheerful, helpful, professional and service oriented attitude towards all Member's Guests and Associates at the Ocean Reef Club.

Qualifications:

• Basis computer knowledge and math skills
• Ability to work under pressure
• Excellent communication skills; verbal and written
• High level of patience and confidence when dealing with difficult situations and irate members and guests.
• Friendly, out-going and service minded. TEAM PLAYER!

Education and/or Experience: 

• High school graduate.
• Preferable hospitality experience.
• Minimum 1-year experience in the hospitality business.

Language Skills:                                          

Must be able to comprehend the English language in order to communicate with co-workers and fully understand job assignments.

Physical Demands:

The physical demands described here 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. Sample physical requirements might include:

• Must be able to stand for long periods of time.
• Must be able to reach, grab and lift objects over shoulder height
• Must be able to squat and kneel down on regular basis
• Must be able to bend & twist upper body to reach up, down or side-ways on regular basis            

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Be a team player and provide lateral service.
• Follow Ocean Reef Club Associate Handbook and Quality Job Standards.
• Be able to endure outside weather conditions; heat, rain, cold, and at times high winds.
• Be willing and able to work when needed, including weekends & holidays.

Attendance, Appearance and Conduct:

Regular attendance in conformance with the standards, which may be established by Ocean Reef Club from time to time, is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry and report deadlines, associate may be required to work varying schedules to meet the business needs of the Club and report deadlines.

Proper grooming is required by all associates and is described in detail in the Associates Handbook. Associates should review this policy and make sure that at all times they present themselves for shifts looking clean, neat and professional. 

As a condition of employment, all associates agree to fully comply with Ocean Reef Club rules and regulations for the safe and efficient operation of Club facilities. Associates who violate Club rules and regulations will be subject to disciplinary action, up to and including termination of employment. If you have any questions or doubts you should seek clarification from your supervisor.

Job descriptions are not intended and should not be construed to be exhaustive lists of all responsibilities, skills, efforts or working conditions associated with a job. While this job description is intended to be an accurate reflection of the requirements of the job, management must reserve the right to add or remove duties from particular jobs when circumstances (e.g. emergencies, change is workload, rush jobs or technological developments) dictate.