At Your Service Agent (AYS)

HEI Hotels and Resorts•San Ramon, CA

2d•Onsite

About The Position

Support the Front Office in providing superior guest service by fielding all guest issues and requests received by telephone with the goal of addressing and resolving any problems in an efficient and timely manner.

Requirements

Must have a High School diploma, GED or equivalent.
Two (2) years of experience in a similar position with heavy customer interaction.
Must communicate well with guests and other associates.
Ability to effectively deal with associates and customers, some of whom will require high leveles of patience, tact and diplomacy to defuse, answer and collect accurate information.
Capacity to access and accurately input information using a moderately complex computer system with or without reasonable accommodation.
Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other associates with or without reasonable accommodation.
Effective verbal and written communication skills.
Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Responsibilities

Consistently offer professional, friendly, and engaging service.
Process all external and internal calls, text messages, or emails by redirectly calls or assisting the caller.
Take ownership of the callers request and ensure follow up according to the hotel's standards and taking messages if necessary.
Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages from the computer as requested. Read and verbally recite exact messages for guests.
Receive wake-up call information and ensure timely delivery.
Communicate to guests and patrons using phone calls, email, signage and letters under the guest doors, in a courteous and clear manner.
Act as dispatcher for security, guest services and property operations associates.
Provide timely information via paging system and assigned mobile phones to associates in response to emergencies and guest requests such as plumbing problems, etc.
Briefly answer basic inquiries, time, extension numbers, outlet hours, etc.
Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with established procedures.
Initiate emergency response as necessary and legibly document pertinent details.
Remain calm and polite especially during emergency situations or heavy hotel activity.
Resolve complications and complaints such as missed wake up calls or missed messages using previous experience and good judgment.
Assist guests via telephone, email pre-arrival requests and GXP communication.
Liaise with Food & Beverage leaders to arrange and deliver amenities.
Regularly organize package room and coordinate delivery of packages to guests in hour.
Reviewing arrival reports for group and special arrivals requests.
Receives in-room dining orders from guests and inputs them into the system if the mobile dining application is not available.
Serve as a liaison for guests requiring information relating to all aspects of the hotel and surrounding area.
Have sufficient working knowledge of all departments in particular housekeeping, food & beverage, front office, engineering, etc.
Handle and distribute voice and written messages for internal and external guests.
Follow all department policies, procedures, and service standards.
Assist Front Office operations as needed.
Perform any other job related duties as assigned.