Guest Service Agent

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    "requisitionDescription": "<div><p data-pasted=\"true\">POSITION OBJECTIVE</p><p>Answer internal and external telephone calls in a friendly and courteous manner and direct calls through the hotel switchboard. Input wake-up calls and messages into PMA system (Versa), retrieve messages as requested. Input service requests and issues into Hotsos as well as Versa while communicating with appropriate departments. Follow-up with guests to ensure satisfaction. Actively coordinate communications within the hotel including emergency procedures, alarms, life safety, natural disaster, and shuttle van services, acting as a liaison to all appropriate local Emergency Services.</p><ul style=\"list-style-type: disc;\"><li style=\"margin-left: 24px;\"><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW170025597 BCX8\"><span class=\"NormalTextRun SCXW170025597 BCX8\" data-ccp-parastyle=\"heading 3\">ESSENTIAL JOB FUNCTIONS</span></span></li><li style=\"margin-left: 24px;\">Greeting all guests upon arrival with a warm welcome.</li><li style=\"margin-left: 24px;\">Promptly answer telephone calls, greet callers with a positive and clear voice. Listen toascertainthe correct extension.&nbsp;</li><li style=\"margin-left: 24px;\">Reading and using a moderately complex computer console, direct calls toappropriateline.&nbsp;</li><li style=\"margin-left: 24px;\">Maintain performance standards of front office personnel toward guests.</li><li style=\"margin-left: 24px;\">Diplomatically handle guest complaints, including situations that arise whenhotel isoversold, irate guests, etc.</li><li style=\"margin-left: 24px;\">Maintainaccuraterecords of accounts at the front desk, making sure all posting is correct according to procedure.</li><li style=\"margin-left: 24px;\">Keep open communication between front office departments and key departments.</li><li style=\"margin-left: 24px;\">Assistfront desk supervisors as needed.</li><li style=\"margin-left: 24px;\">Relieve and substitute foremployeesas necessary.</li><li style=\"margin-left: 24px;\">Review the logbook daily for information frompreviousshifts, keep all staff up to date on any updates.</li><li style=\"margin-left: 24px;\">Provide the Director of the Front Office with reports as needed.&nbsp;</li><li style=\"margin-left: 24px;\">Ability to work effectively with Front Office Supervisors, bell staff,doormenand valet.</li><li style=\"margin-left: 24px;\">Maintain a positive relationship with fellow employees.</li><li style=\"margin-left: 24px;\">Maintain forms, valet tickets, claim tickets,requisitionsand communication items.</li><li style=\"margin-left: 24px;\">Utilize bell carts, luggageracksand master keys.</li><li style=\"margin-left: 24px;\">Ensure all records for bell/valet gratuities areaccurateand turned in ona timelybasis to the Director of the Front Office.</li><li style=\"margin-left: 24px;\">Interpersonal communication skills are necessary for this position.&nbsp;</li><li style=\"margin-left: 24px;\">Must be able to work a flexible schedule including day/night shifts,weekendsand holidays</li><li style=\"margin-left: 24px;\"><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW170025597 BCX8\"><span class=\"NormalTextRun SCXW170025597 BCX8\">Computer knowledge</span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW170025597 BCX8\">required</span><span class=\"NormalTextRun SCXW170025597 BCX8\">.</span></span></li></ul><p>REQUIRED SKILLS AND ABILITIES</p><ul style=\"list-style-type: disc;\"><li style=\"margin-left: 48px;\">Self-starting personality with an even disposition. &nbsp;</li><li style=\"margin-left: 48px;\">Maintain a professional appearance and manner at all times.&nbsp;</li><li style=\"margin-left: 48px;\">Cancommunicate well with guests. &nbsp;</li><li style=\"margin-left: 48px;\">Must be willing to &ldquo;pitch-in&rdquo; and help co-workerswith their job duties and be a team player. &nbsp;</li><li style=\"margin-left: 48px;\">Ability to effectively deal with associates and customers, some of whom will requirehigh levelsof patience,tactand diplomacy to defuse anger and collectaccurateinformation. &nbsp;</li><li style=\"margin-left: 48px;\">Ability to access and accurately input information using a moderately complex computer system. &nbsp;</li><li style=\"margin-left: 48px;\">Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other associates.</li><li style=\"margin-left: 48px;\">Must be able to work a flexible schedule including day/night shifts,weekendsand holidays</li></ul><p>EDUCATION/EXPERIENCE</p><ul style=\"list-style-type: disc;\"><li style=\"margin-left: 48px;\">High School Diploma plus some college,previousfront desk / guest service experience in a supervisory capacity.&nbsp;</li><li style=\"margin-left: 48px;\">Reservation knowledge is helpful.</li></ul><p>LANGUAGE SKILLS&nbsp;</p><ul style=\"list-style-type: disc;\"><li style=\"margin-left: 48px;\">Excellent service skills including etiquette and ability to work with the public.&nbsp;</li><li style=\"margin-left: 48px;\">Knowledge of communications skills, organization skills, ability to deal with diverse clientele, golfknowledge.</li></ul><p>PHYSICAL DEMANDS</p><ul style=\"list-style-type: disc;\"><li style=\"margin-left: 48px;\">While performing the duties of this job, the employeeis regularly required tostand, sit, walk,bendand use hands to finger, handle or feel objects,toolsor controls.&nbsp;</li><li style=\"margin-left: 48px;\">The employee isfrequentlyrequired to talk or listen.&nbsp;</li><li style=\"margin-left: 48px;\"><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW170025597 BCX8\"><span class=\"NormalTextRun SCXW170025597 BCX8\">The employeefrequentlyis required touse hands to grab, move, lift, or feel objects, and use telephone, computer, and copier machine.</span></span></li></ul></div>\n",
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