Call Center Agent - Front Office

Terranea Resorts•Rancho Palos Verdes, CA

3d•$22 - $23•Onsite

About The Position

The Call Center Agent provides courteous, professional, and efficient service to internal and external callers and guests. The role uses the hotel telephone system, radios, computer software, and company resources to fulfill requests, answer questions, and resolve problems in support of guest satisfaction. The agent answers calls promptly and professionally, exercises judgment when handling inquiries, gives accurate and thorough information, and researches challenges to identify effective solutions. The position supports Front Desk, Call Center, Housekeeping, Reservations, and other hotel departments. Duties include routing calls, assisting with concierge requests, entering and dispatching service requests, handling billing concerns, recording guest opportunities and challenges, managing wake-up calls and reservation-related tasks, responding to emergencies, and following up to confirm guest satisfaction. The agent maintains knowledge of hotel operations, services, policies, room information, rates, and availability, and keeps assigned work areas organized and equipment in proper working order.

Requirements

High school diploma or equivalent.
One or more years of experience in the hospitality industry; Front Office, PBX, or Rooms Division experience is preferred.
Ability to communicate effectively, verbally and in writing, with guests, vendors, and coworkers.
Strong organization, motivation, interpersonal, verbal communication, and written communication skills.
Critical thinking, problem-solving, judgment, and decision-making abilities.
Attention to detail and strong organizational and multitasking skills.
Ability to cope with change, handle risk and uncertainty, shift priorities quickly, and remain composed under pressure, including when dealing with upset guests or associates.
Ability to build constructive relationships with people at all levels, use diplomacy and tact, and defuse high-tension situations.
Genuine care and empathy for others.
Professional appearance and demeanor aligned with the Terranea brand, culture, and grooming policy.
Flexibility to meet the demands of a 24-hour operation, including varying schedules, weekends, and holidays.
Hearing and visual ability to observe and detect signs of emergency situations.

Nice To Haves

Completion of college-level courses concentrated in Business or Hospitality.
Previous guest relations training.
Fluency in multiple languages.

Responsibilities

Understand and practice Terranea Core Values and comply with departmental policies, service procedures, and standards.
Answer telephone calls promptly and professionally, using the proper salutation and closing, and route callers to the requested guest or hotel department.
Assist guests with concierge services, including restaurant reservations and recommendations, directions, transportation, and other requests using ALICE and Open Table.
Handle calls relating to Front Desk inquiries and enter in-house calls into HotSOS for dispatch to the appropriate department.
Respond to Porter and Valet dispatches using the radio communication system.
Follow up on calls and guest requests to ensure guest satisfaction.
Assist guests with billing issues and make necessary adjustments.
Anticipate guest needs, acknowledge guests, maintain positive guest relations, and accommodate telephone requests in a congenial manner.
Document guest requests, opportunities, and challenges in Opera, resolving those within the agent’s scope.
Maintain cleanliness, sanitation, and organization of assigned work areas, and use equipment correctly.
Maintain current knowledge of hotel features, services, hours, room types and locations, rates, packages, promotions, house count, arrivals and departures, room availability, group activities, and hotel and departmental policies.
Access computer system functions; record and make wake-up calls in Opera.
Create package cards for reservations that include incidental-charge credits and alert Reservations.
Apply Consortia resort credits to reservations due to check out.
Provide callers with accurate information about hotel facilities and services.
Enter Housekeeping and Engineering guest opportunities and challenges in HotSOS, resolve them immediately when possible, notify the designated department as needed, and follow up on completion and satisfaction.
Respond calmly and professionally to emergency system alerts and notify Security.
Complete the daily checklist, pass on information to the next shift, and complete manager assignments in a timely manner.
Set up the workstation with necessary supplies and resource materials, secure the headset to the console, and log onto systems.
Monitor telephone system problems and maintain a log as needed.
Be familiar with the policies, procedures, and operations of Front Desk, Call Center, Housekeeping, and Reservations.