CENTRAL SERVICES REP
About The Position
SUMMARY: Responsible for answering switchboard, directing calls to appropriate individuals, taking accurate messages and delivering them to the appropriate department or individuals, making reservation for the hotel, Vintage Restaurant, entertainment and all other marketing events, and effectively resolving minor customer disputes. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: Interacts effectively with the public and Team Members. Performs excellent customer service at all time. Answers all incoming calls and routes them accordingly and in a timely, professional and polite manner. Handles all paging and radio communications in a similar way. Makes, confirms, an cancels reservations for guests in a pleasant, professional and efficient manner so as to create a positive impression and to increase hotel occupancy. Makes reservations for the hotel, Vintage Restaurant, entertainment and special events. Resolves guest conflicts/complaints effectively in a fair and equitable manner or refers matters to the appropriate department or individual for proper resolution. Maintains a working knowledge of all programs and equipment used in the office: LMS, Notebook, phone and paging systems, fax and copier machines. Maintains a working knowledge of reservation procedures for the hotel and special events. Maintains a working knowledge of the property as well as current and upcoming special events in order to advise guests and fellow Team Members. Handles all incoming urgent matters or emergencies properly for the guests and the property. Works with management and/or security in order to calmly direct appropriate action. Uses a calm, clear voice when using the intercom system. Maintains a log of phone problems and reports any situations which need attention to the appropriate department and/or individual. Facilitates the flow of information by attending regularly scheduled departmental meetings. Assists Central Services Supervisors with various reports and keeps files up to date and accurate. Maintains a consistent, regular attendance record and adheres to departmental and company policies. Performs any reasonable request made by management.
Requirements
- High School diploma or GED required
- Must possess excellent communication skills and a clear speaking voice
- Must have basic computer skills and ability to operate a computer, typewriter, paging system, beepers, radios, copy machine and fax machine
- Must be capable of remaining calm when responding quickly and appropriately to emergency situations
- Must possess the ability to attend to many items and details simultaneously with accuracy
- Must be available to work all shifts and weekends
- Ability to read, analyze, and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
- Ability to write routine reports and correspondence
- Ability to speak effectively through the paging system, as well as in one-on-one situations with guests and Team Members
- Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals
- Ability to apply commonsense understanding to carry out instructions furnished in written, oral or diagram form
- Ability to deal with problems involving several concrete variables
Nice To Haves
- Experience with, or knowledge of, PBX equipment and hotel reservation systems preferred.
Responsibilities
- Answering switchboard, directing calls to appropriate individuals, taking accurate messages and delivering them to the appropriate department or individuals
- Making reservation for the hotel, Vintage Restaurant, entertainment and all other marketing events
- Effectively resolving minor customer disputes
- Interacts effectively with the public and Team Members
- Performs excellent customer service at all time
- Answers all incoming calls and routes them accordingly and in a timely, professional and polite manner
- Handles all paging and radio communications in a similar way
- Makes, confirms, an cancels reservations for guests in a pleasant, professional and efficient manner so as to create a positive impression and to increase hotel occupancy
- Resolves guest conflicts/complaints effectively in a fair and equitable manner or refers matters to the appropriate department or individual for proper resolution
- Maintains a working knowledge of all programs and equipment used in the office: LMS, Notebook, phone and paging systems, fax and copier machines
- Maintains a working knowledge of reservation procedures for the hotel and special events
- Maintains a working knowledge of the property as well as current and upcoming special events in order to advise guests and fellow Team Members
- Handles all incoming urgent matters or emergencies properly for the guests and the property
- Works with management and/or security in order to calmly direct appropriate action
- Uses a calm, clear voice when using the intercom system
- Maintains a log of phone problems and reports any situations which need attention to the appropriate department and/or individual
- Facilitates the flow of information by attending regularly scheduled departmental meetings
- Assists Central Services Supervisors with various reports and keeps files up to date and accurate
- Maintains a consistent, regular attendance record and adheres to departmental and company policies
- Performs any reasonable request made by management
Benefits
- $43,000-$58,000 in benefits alone, including medical, vision, 401K with employer match and immediate vesting, life insurance, meals, reduced workday hours, paid time off and more
- free and discounted meals in the Team Dining Room
- paid time off
- holidays gifts and raffles
- discounts for Costco memberships, the Monterey Bay Aquarium, Six Flags, Verizon Wireless and Chukchansi Park
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
