At Your Service Agent (Pbx Operator)

Overview of the role

Epicurean's At Your Service Host is a unique position in which you will serve as a central point of communication and information for hotel guests and partners providing a unique, professional, and hospitable first impression.

What you have

• High School diploma or higher
• Previous hospitality experience preferred
• Previous Lightspeed PMS experience preferred
• Excellent customer service skills
• Excellent communication skills, both verbal and written

What you'll do

• Ability to interact with guests by providing exceptional customer service and share hotel knowledge using personalization such as using the guest's name.
• Responsible to know all functions to showcase the hotel and the hotel’s unique story to each guest.
• Operate and maintain PBX technology and equipment to manage internal and external property call volume
• Qualify, screen, and transfer calls accordingly according to property and company guidelines
• Actively engage guests in and promote hotel loyalty program including new guest program enrollments.
• Assist and resolve any guest billing inquiries and/or concerns.
• Consistently utilize Empower guest experience tool to reference, maintain, and add guest requests and preferences in accordance with property, company, and brand guidelines.
• Actively monitor and manage all guest and property dispatch requests accordingly to ensure timely service and execution.
• Execute all required front office reports, pre-arrival planning, and checklists as outlined by leadership.
• Execute all in-room dining orders by maintaining a working knowledge of menu offerings. Host will be required to actively recommend and upsell menu items as outlined by food and beverage leadership.
• Serve as a concierge by providing local information for shopping, dining, and recreational destinations. Be prepared to assist guests in setting up reservations or tours in the area.
• Respond to and resolve all guest inquiries and/or opportunities utilizing appropriate empowerment guidelines.
• Follow scheduled shifts and follow break and lunch requirements.
• Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
• Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others.
• Report any suspicious activity or unusual items in room to hotel leadership and/or loss prevention team
• Report any irregular behavior from guests in public areas and or in room.
• Ability to take initiative and handle assignments with limited supervision.
• Follow all hotel policies and procedures as outlined in the team member handbook.
• Maintain cleanliness and order of work area.
• Perform other duties as management requests to service our guests