Job Details

Overview

The heartbeat for the hotel, the Communications Agent is responsible for courteous and responsive interaction over the phone or chat with guests, future guests, and internal departments, showing a genuine sense of interest and concern. Agents are knowledgeable on the information and the systems required to provide excellent guest service, maintaining a gracious tone and appropriate pace to all calls. Agents are responsible for inputting guest requests in the property database system for management oversight of guest satisfaction.

Responsibilities

• Demonstrate knowledge of multiple properties and competency in the property systems to the satisfaction of the guest, future guests or fellow associates.
• Ensure IRD calls are handled accurately and competently and in a timely manner. Promote marketing and upselling efforts to drive up average check.
• Perform all duties of Communications Agent II

1. Take customer calls and provide accurate, satisfactory answers to their queries and concerns while utilizing Gold Key|PHR standards.
2. Use property platforms to look up guest requests, make prompt response calls and log communication.
3. Escalate situations involving dissatisfied customers, offering patient assistance and support.
4. Share knowledge of the resort complex to include property amenities, outlet themes, menus and hours and answers to commonly asked questions.
5. Answer basic guest questions regarding the greater Virginia Beach resort area with local concierge knowledge
6. Process credit card authorizations for amenities
7. Perform Pre-arrival calls
8. Review incoming reservation requests to confirm a guest's profile
9. Ensure Guest Satisfaction through best communication practices by taking accurate guest requests, answering all inquiries in connection with hotel services, placing timely work orders and prompt response calls, and completing courtesy call backs.
10. Efficiently navigate property management system, Mobile Guest Services, and reservation platforms (Expedia, Booking.com)
11. Update communication log to verify requests received are completed and satisfied in a timely manner.
12. Be a positive example of gracious, welcoming, and professional behavior to all members of the hotel staff and to hotel guests.

Qualifications

TypeQualificationSkillAble to handle multiple tasks

• Guest service oriented
• Basic Computer knowledge
• Team oriented
• Pleasant persona
• Basic phone knowledge
• Desire to learn

EducationHigh School attendant or High School GraduateExperiencePrevious multi-line phone operator experience preferred.SkillKnowledge of multi line phone systemSkillPleasant and professional speaking voice