Customer Care Centre Agent - PT- Chelsea Hotel - Toronto

Langham Hospitality Group

13d•Onsite

About The Position

About Langham Hospitality Group A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East. As Canada's largest hotel with 1,590 guest rooms, and the friendliest Hotel in Toronto, the Chelsea Hotel, Toronto, is centrally located and just steps from the city's best shopping districts, world-class theatres, vibrant nightlife, and exciting attractions. A full-service urban resort, the Chelsea Hotel has room types to suit everyone, and the hotel offers different dining options, separate adult and family recreation areas and pools – including the "Corkscrew" - downtown Toronto's only indoor waterslide. As a premier family destination, the hotel offers a full range of services including the Family Fun Zone, Kid Centre and Club 33 Teen Lounge. The Chelsea Hotel, Toronto is an independent property as part of the Langham Hospitality Group’s international portfolio of hotels and resorts. The Chelsea is proud to be honoured with the Accessible Tourism Award with the Travel Industry Association of Ontario and the Humanitarian Award with the Hotel Association of Canada. PURPOSE Responsible to receive calls and dispatch the appropriate department runner to fulfill guest and colleague requests . Logging all calls into the appropriate tracking system and monitoring all requests to ensure they are closed in appropriate time.

Requirements

Previous guest service experience an asset.
Computer skills.
Detail oriented.
Effectively communicate in the English language
Sitting for long periods of time
Oral communication.
Flexible availability for a variety of shifts including mornings, afternoons, evenings and weekends.

Responsibilities

Responds to guest phone calls, using the Standard greeting and the guest name. Guest name must be mentioned on three occasions during the call.
Records, assigns, and ensures that all guest requests are responded to with efficiency and accuracy.
Making follow up courtesy calls to hotel guests to ensure their requests are m et and the problem has been resolved.
Responds to guest complaints in a timely and efficient manner.
Ensures all guest requests are completed by placing a follow up call to the guestroom. Follow upon delayed calls.
Responsible for the distribution and return of equipment to Housekeeping and Maintenance staff e.g. Radios and pagers.
Records daily statistics in Espresso and advises the Tele communications manager or assistant of any discrepancies.
Generates various reports for the Tele communications Manager, the Executive Housekeeper and the Director of Plant and Building Maintenance.
Liaise with other department such as Housekeeping, Front Office and Maintenance to coordinate assigning and follow up of calls.
Regu lar test calls will be completed to ensure call quality and that the Department is performing at the highest possible level.
Complies with Hotel & Safety Policies and Procedures.
Performs all other tasks as assigned by Management