Star Service Agent (Part Time)

Loews Hotels & Co•Atlanta, GA

About The Position

Situated in the epicenter of Midtown, Loews Atlanta Hotel is walking distance to some of the best attractions in the city. Welcome to Atlanta's Most Vibrant Neighborhood. With spectacular views, beautiful rooms and an ideal location – this property is a modern-age Southern charmer. Responsibilities include performing the following functions: answering incoming/in-house phone lines, directing calls and/or taking messages, coordinating communication among hotel personnel, assisting guests in completing outside calls, receiving and performing wake-up calls for guests, maintaining records and/or files of all communication and activities. Job Specific Follows New Hire Training and ongoing Star Service Competency programs in accordance with Loews policy Operates multi-line equipment Answers phones in a polite friendly, polite and professional manner using a cheerful and pleasant voice and follows all Loews Standards. Have intense working knowledge of Hotel Property Management System, Hotel dispatch software, Microsoft Office and any other necessary technology tools. Uses computer to verify identity/room number of guest being called Directs calls to appropriate extension Assist guest with Engineering, Valet, Front Desk, Security, Bell Desk and Housekeeping requests without transfer. 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 Maintain knowledge about all Hotel and area’s, events and activities. Receives, processes wake-up calls, and guest requests Handles guest complaints to completion, unless escalation is necessary Assists with all Front Desk related calls Performs room moves in coordination with Bell Staff Transmits messages via computer and facsimile machine Serves as communication hub during Emergency Procedures General 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 Demonstrates regular and reliable attendance Perform other duties as assigned

Requirements

Excellent telephone, radio dispatch and guest service skills
Ability to handle multiple lines while maintaining efficient operation
Ability to operate basic office equipment
Computer skill required included but not limited to Microsoft Windows, Office.
Ability to work a flexible schedule to include weekends and holidays
Education: High School diploma or equivalent
Experience: One year of experience as a Telecommunications, customer service coordinator or Front Desk Agent in a high-volume hospitality environment, or equivalent hospitality experience

Responsibilities

Answering incoming/in-house phone lines
Directing calls and/or taking messages
Coordinating communication among hotel personnel
Assisting guests in completing outside calls
Receiving and performing wake-up calls for guests
Maintaining records and/or files of all communication and activities
Operates multi-line equipment
Answers phones in a polite friendly, polite and professional manner using a cheerful and pleasant voice and follows all Loews Standards
Have intense working knowledge of Hotel Property Management System, Hotel dispatch software, Microsoft Office and any other necessary technology tools
Uses computer to verify identity/room number of guest being called
Directs calls to appropriate extension
Assist guest with Engineering, Valet, Front Desk, Security, Bell Desk and Housekeeping requests without transfer
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
Maintain knowledge about all Hotel and area’s, events and activities
Receives, processes wake-up calls, and guest requests
Handles guest complaints to completion, unless escalation is necessary
Assists with all Front Desk related calls
Performs room moves in coordination with Bell Staff
Transmits messages via computer and facsimile machine
Serves as communication hub during Emergency Procedures
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
Demonstrates regular and reliable attendance
Perform other duties as assigned