Star Service Agent

Loews Hotels•Atlanta, GA

2d•Onsite

About The Position

The Star Service Agent is responsible for operating multi-line equipment, answering phones politely and professionally, and using the computer to verify guest information. This role directs calls, records messages, and provides information about hotel functions and facilities. The agent also transmits messages, processes wake-up calls and room service orders, and serves as a communication hub during emergency procedures. Additionally, they monitor the timeliness of Star Service Delivery and the operation of call accounting equipment to ensure proper charges and revenue collection. The role also involves promoting teamwork, promptly reporting issues, being friendly and helpful to guests and colleagues, executing emergency procedures, and complying with safety regulations and hotel standards.

Requirements

High School diploma or equivalent
One plus year(s) experience as a Telecommunications or customer service coordinator in a high volume hospitality environment

Responsibilities

Operates multi-line equipment
Answers phones in a polite professional manner
Uses computer to verify identity/room number of guest being called
Directs calls to appropriate extension
Records messages/guest requests on appropriate computer screen, forwards messages/requests to respective individuals or departments
Provides accurate directions to hotel from major inbound locations
Answers questions regarding hotel functions and facilities
Transmits messages via computer, two way radio and digital pager
Receives, processes wake-up calls, room service orders and guest requests
Performs wake-up call functions
Transmits messages via computer and facsimile machine
Serves as communication hub during Emergency Procedures
Monitors timelines of Star Service Delivery
Monitors operation of call accounting equipment to ensure proper application of charges and collection of revenues
Promotes and applies teamwork skills at all times
Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
Is polite, friendly, and helpful to guests, management and fellow employees
Executes emergency procedures in accordance with hotel standards
Complies with required safety regulations and procedures
Attends appropriate hotel meetings and training sessions
Maintains cleanliness and excellent condition of equipment and work area
Complies with hotel standards, policies and rules
Recycles whenever possible
Remains current with hotel information and changes
Complies with hotel uniform and grooming standards