Call Center Agent - Langham Huntington, Pasadena

Langham Hospitality Group•United States,

1d•$25 - $29•Onsite

About The Position

The Langham Huntington, Pasadena, Los Angeles is seeking a Call Center Agent to join their Front Desk department. This role is responsible for handling all incoming calls, emails, reservation inquiries, and guest requests efficiently, courteously, and professionally to ensure maximum customer satisfaction while adhering to Langham brand standards. The hotel is located in Pasadena, California, near historic sites, shopping, entertainment, and museums.

Requirements

Ability to effectively deal with customers, requiring patience, tact, and diplomacy to defuse anger and collect accurate information.
Ability to establish and maintain effective working relationships with employees, customers, and patrons.
Requires sitting for long periods of time in a confined space and in close proximity to other employees.
Must be fluent in English and have excellent communication skills.
Must be able to receive and process various data statistical information and understand basic mathematical functions.
Prior communications experience preferred.
Prior reservations experience preferred.
Prior hospitality experience preferred.
Prior computer experience preferred.
Any combination of education and experience equivalent to graduation from high school.
Ability to lift 20 lbs.
Ability to input and retrieve data with routine difficulty using a computer reservation system and utilizing codes for efficiency.
Ability to enter all Sales bookings and group contracts using a computer on a timely basis per the instructions of the Supervisor or Reservations Manager.
Ability to perform routine filing and required report keeping for the department.

Nice To Haves

High school diploma preferred.

Responsibilities

Handle all incoming calls, emails, reservation inquiries, and guest requests in an efficient, courteous, and professional manner.
Achieve guest satisfaction targets for Langham Service.
Support the team to achieve revenue targets.
Participate in staff events, meetings, and briefings.
Attend assigned training sessions.
Understand the hotel product in depth, including outlet hours, facilities, and in-room amenities.
Ensure proper working condition for relevant systems and hardware (TV channels, FCS printer, voice mail, music on hold).
Utilize various platforms including FCS, Opera, PBX, Outlook, ResPAK, Micros, Delphi, Synxis, OpenTable, and relevant agent extranets.
Follow up with other departments (Housekeeping, Front Office, Food and Beverage, Reservations, Loss Prevention, Engineering) as necessary.
Update the department office board with daily operational information.
Handle external and internal calls in a friendly manner, using guest last names when possible.
Screen telephone calls, collect essential information, and route callers to respective extensions.
Assist guests with all inquiries and accommodate special requests.
Resolve customer complaints in a timely and professional manner.
Input, check, and deliver wake-up calls promptly.
Follow up on traces, faxes, and messages.
Assist guests with reservation or billing inquiries and follow through.
Conduct follow-up calls for service delays or complaints.
Prepare and send summary reports of daily activity to management.
Process reservation inquiries, update existing reservations, and clean up guest profiles.
Input bookings into PMS and ensure correct interface of booking details.
Assist other departments with reservation inquiries.
Handle bookings from various channels (FIT, OTAs, local agents).
Explain hotel guidelines, cancellation policy, amenities, and safety practices.
Handle inquiries and restaurant reservations for all outlets.
Responsible for voicemail callbacks for dining outlets.
Inform F&B management team about guest issues.
Knowledge of dining menus and outlet promotions.
Accommodate special requests for F&B and follow up with the kitchen.
Communicate dietary restrictions, special occasions, VIPs, and handle-with-care guests to F&B management.
Assist with front office operations related to reservations, guest information, and profile updates.
Resolve guest complaints, record defects, and follow up.
Answer concierge-related inquiries (transportation, amenities, restaurants, local attractions).
Assist the front desk with tasks such as quality check calls, deliveries, and amenity requests.
Participate in CONNECT activities and contribute to the Hotel’s CSR goals.
Follow Hotel’s environmental management policies (reduce, reuse, recycle).