Call Center Agent - PT

YOUR MISSION (The Job Description)

The Call Center Agent will play an important role for expediting all incoming calls in a timely and accurate manner, and responding to emergency situations, as well as handling guest messages and wake-up calls. The Call Center Agent will be responsible for logging and distributing hotel guests, hotel management, and hotel executive's messages, as well as handling of guest and wake-up calls.

Qualifications

THE NITTY-GRITTY (The Essential Job Duties) Including but not limited to:

This role will work closely with Room Reservations Manager to:

• Receive internal and external calls to answer questions, direct calls or provide general information
• Meet department standards regarding dialogue and customer courtesy
• Provide accurate information to appropriate authorities/departments during emergencies
• Assist in-house guests with all request and challenges including but not limited to engineering challenges, housekeeping needs and general questions
• Answer internal phone calls from food and beverage outlets with questions regarding charging privileges, room service amenities, and pre-authorization of charges.
• Process guest departure requests, including settling the bill, arranging, and posting late check-out fee, and finalizing departure requests such as emailing or faxing the guest's folio

WHAT IT TAKES (The Qualities We Look For)

• Use all equipment associated with the position, including but not limited to computer keyboard, PBX NEC console system, Agilysys AS400, LMS property management system, and two-way radios and cellular phone equipment
• Use a computer effectively to access, understand, and input customer information
• Effectively communicate in English with customers and co-works
• Review and comprehend all necessary documentation

MUST HAVE'S

• Current, legal, and unrestricted ability to work in the United States
• Always communicate effectively with all levels of employees as well as all external contacts
• Experience using a computer to effectively access, understand and input customer information
• Review, comprehend, and respond to all necessary documentation with a strong attention to detail
• Use all equipment associated with the position, including but not limited to: Microsoft Word, Excel, and Outlook
• The skills and abilities necessary for this position are typically acquired through the completion of a high school degree or equivalent, as well as two months of on-the-job training

THE WORKING CONDITIONS

• Work in an environment that is subject to varying noise levels, the severity of which depends upon work volume
• Effectively and efficiently move from floor to floor as needed
• Lift up to 40 pounds
• Move up to 50 pounds to be able to perform inspector and utility duties as needed and perform necessary inventory checks
• Must be able to withstand prolonged sitting without restriction
• Must be able to work in a fast-paced, busy, and somewhat stressful environment, and maintain physical stamina and mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines
• Must be able to touch and handle supplies in a safe and non-hazardous manner, maintaining proper hygiene, cleanliness, and disposal methods

VALUABLE TRAITS

• 50% logical / 50% creative / 100% AWESOME
• Enjoy working with a team and alone as the situation dictates
• Adaptive, Flexible!
• Embody "great attitude"
• Unwavering integrity and endless work ethic
• Appreciate constructive feedback, as well as graciously providing the same
• Tenacious and self-motivated

This is not an exhaustive list of duties, responsibilities, and conditions.

Virgin Hotels celebrates diversity and is proud to be an Equal Opportunity Employer