Ideal Service Agent

Omni Hotels & Resorts•Boston, MA

10d•Onsite

About The Position

Grab the reins and help shape the future of the Seaport’s best kept secret! Creativity must infuse everything we do, and everyone in the Hotel. Performance realities will always exist, but we use these constraints to push, not limit, our creativity. As an Ideal Services Agent, you will handle all incoming communication, assisting with needs and providing services to guests and associates in a courteous and professional manner, in accordance with Omni Standards.

Requirements

Prior customer service experience required, prior PBX/Operator experience, preferred.
Must have strong communication, computer, and organizational skills.
Maintain a professional business appearance, attitude, and performance.
Ability to communicate both verbally and in writing in English with guests, management, and co-workers.
Stand, walk or sit for an extended period or for an entire work shift.
Must be able to work a variety of shifts, including weekends and holidays.
Candidate must be able to work in a fast-paced environment and be able to handle multiple priorities.

Nice To Haves

prior PBX/Operator experience

Responsibilities

Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process.
To appropriately protect confidential guest information and guest room key access according to front office SOP’s.
Effectively utilize the phone, push to talk radios and alarm systems in the Ideal Services area.
Maintain 4-Star / 4-Diamond Standards of guest service.
Answer and direct phone calls to appropriate personnel.
Be familiar with all systems and equipment as related to Ideal Services (Opera, Alice, Symphony POS, Synergy, SALTO, Two-Way Radio Dispatch).
Attend all required department trainings and meetings.
Perform any other duties required by management.