Guest Services Agent - Palo Alto, CA - Palo Alto, CA
Pacific Hotels Management
Employment Opportunities

Guest Services Agent - Palo Alto, CA

Function: Rooms
Location: Palo Alto, CA Palo Alto, CA, Palo Alto, CA US
Date posted: 10 May 2018
Type:
Full-time
Job number: 21254
Description

GUEST SERVICES SERVICE AGENT: Answer incoming phone calls in a timely and professional manner and handle room service orders (follow established script to encourage up-selling with room service orders) via phone from guests. Efficiently and professionally handle multiple incoming calls at once. This role is high-pressured multi-tasked position, having continuous communication with the in-room dining servers on amenity coordination and all deliveries, acting as central communications point during emergency and/or crisis situations and promptly route internal/external calls to its destination. Answer calls within prescribed time frame, respond to caller in a professional manner and according to established scripts and standards, provide callers with local directions and general information in a courteous and accurate manner, etc. Respond to in-house guest concerns or complaints in a timely manner. Follow emergency, safety and security procedures including calling local fire, police, poison control, etc. for assistance. This position processes forms of payment for room service orders to include room charges, credit card and cash. Articulate and repeat each order to the guest before hanging up, using guest name and title and close checks to correct guest's room account. Make appropriate service recovery gestures according to established guidelines. Promote teamwork and quality service through daily communications and coordination with other departments. Be aware and prepare for all in-house group meetings and VIP arrivals. Notify management of any malfunctioning telephone equipment or accessories. May operate in-house paging system as well as serve as base communications with security and maintenance departments. Provide wake-up calls to guest's rooms and perform other duties as assigned such as recording incoming packages, mail, or faxes and promptly notify guests. May assist with other duties as assigned. The Guest Services Agent will report directly to the Guest Services Manager.

QUALIFICATIONS:

  • Basic reading and writing plus six months experience as a phone/switchboard operator.
  • High School Diploma or equivalent.
  • Must speak fluent English, Bilingual is a plus.
  • Proficient in MS Word/Excel and Power point is a plus.
  • Excellent organizational skills are essential, must be able to multi task, have outstanding attitude, enthusiasm, and professionalism.
  • Must have previous experience in a customer service position required.
  • Reading and writing abilities are utilized often when completing departmental records/logs and taking messages for guests or hotel staff.
  • Must work well with others, be motivated, and display a positive energetic persona.
  • Professional demeanor and appearance.
  • Must be guest service focused, and understand expectations of hospitality demands.
  • The ability to deal with internal & external guests with a high level of professionalism, tact and diplomacy.
  • Ability to work effectively in a team environment and with different levels of management.
  • Must be results orientated with ability to be flexible.
  • Must have a flexible schedule, and required to work nights, weekends, and/or holidays.

This job requires ability to perform the following:

  • Handle multiple incoming calls.
  • Working with a keyboard.
  • Speak, listen, and use a keyboard to type or route messages, usually done while sitting down.


Sheraton Palo Alto.

Guest Services Agent - Palo Alto, CA
Sheraton Hotel Palo Alto

GUEST SERVICES SERVICE AGENT: Answer incoming phone calls in a timely and professional manner and handle room service orders (follow established script to encourage up-selling with room service orders) via phone from guests. Efficiently and professionally handle multiple incoming calls at once. This role is high-pressured multi-tasked position, having continuous communication with the in-room dining servers on amenity coordination and all deliveries, acting as central communications point during emergency and/or crisis situations and promptly route internal/external calls to its destination. Answer calls within prescribed time frame, respond to caller in a professional manner and according to established scripts and standards, provide callers with local directions and general information in a courteous and accurate manner, etc. Respond to in-house guest concerns or complaints in a timely manner. Follow emergency, safety and security procedures including calling local fire, police, poison control, etc. for assistance. This position processes forms of payment for room service orders to include room charges, credit card and cash. Articulate and repeat each order to the guest before hanging up, using guest name and title and close checks to correct guest's room account. Make appropriate service recovery gestures according to established guidelines. Promote teamwork and quality service through daily communications and coordination with other departments. Be aware and prepare for all in-house group meetings and VIP arrivals. Notify management of any malfunctioning telephone equipment or accessories. May operate in-house paging system as well as serve as base communications with security and maintenance departments. Provide wake-up calls to guest's rooms and perform other duties as assigned such as recording incoming packages, mail, or faxes and promptly notify guests. May assist with other duties as assigned. The Guest Services Agent will report directly to the Guest Services Manager.

QUALIFICATIONS:

  • Basic reading and writing plus six months experience as a phone/switchboard operator.
  • High School Diploma or equivalent.
  • Must speak fluent English, Bilingual is a plus.
  • Proficient in MS Word/Excel and Power point is a plus.
  • Excellent organizational skills are essential, must be able to multi task, have outstanding attitude, enthusiasm, and professionalism.
  • Must have previous experience in a customer service position required.
  • Reading and writing abilities are utilized often when completing departmental records/logs and taking messages for guests or hotel staff.
  • Must work well with others, be motivated, and display a positive energetic persona.
  • Professional demeanor and appearance.
  • Must be guest service focused, and understand expectations of hospitality demands.
  • The ability to deal with internal & external guests with a high level of professionalism, tact and diplomacy.
  • Ability to work effectively in a team environment and with different levels of management.
  • Must be results orientated with ability to be flexible.
  • Must have a flexible schedule, and required to work nights, weekends, and/or holidays.

This job requires ability to perform the following:

  • Handle multiple incoming calls.
  • Working with a keyboard.
  • Speak, listen, and use a keyboard to type or route messages, usually done while sitting down.

Job Details

Reference # 21254
Posted on 10 May 2018
Closes on 09 Jun 2018 18:00
Location(s) Palo Alto, CA
Department Rooms
Career level
Hours/Status Full-time
More details (document)
Link for schema : https://phmhotels.snaphire.com/phmhotels-careers/jobdetails?jobmc=21254GOOGLE

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