Telecommunication Agent - The Ritz-Carlton

Job Overview

Operate the hotel switchboard in an efficient, courteous and professional manner to provide quality operations which maximize guest satisfaction. Respond to inquiries regarding reservations, hotel information and guest concerns.

Responsibilities

Answer all incoming calls promptly in the prescribed manner and take charges on incoming collect calls.

Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.

Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.

Courteously answer inquiries and accepts reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.

Follow through in resolving guest problems and/or requests courteously and accurately.

Process and file check-in and check-out slips in a timely, efficient manner.

Prepare wake-up sheets/ set wake-up clock; record the guest's name and room number under the wake-up time requested and repeat the information back to the guest to ensure proper handling of wake-up calls in the morning.

Sort and process guest related mail in a quality manner in accordance to established procedures.

Maintain the fax machine, sort and receive guest faxes and process appropriate charges to ensure revenues are collected and guests are satisfied.

Handle all emergencies according to established procedures.

Maintains a friendly, cheerful and courteous demeanor at all times.

Performs other duties as assigned, requested or deemed necessary by management.

Qualifications

Education/Formal Training

High school education or equivalent experience.

Experience

Previous experience in similar position of 1 year or longer.

Knowledge/Skills

• Excellent hearing required to clearly hear the guest.
• Moderate vision required to read the computer screen and the guest registration rack.
• Excellent speech communication skills required to clearly understand the operator.
• Moderate comprehension and literacy required to ensure calls are directed properly and messages are taken accurately.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Carrying up to 25 lbs. of various office equipment.
• Bending/kneeling -to obtain reports and for filing.
• Mobility - must be able to reach all areas of hotel to assist clients. Occasional standing. Occasional carrying and lifting of files and office items up to 25 lbs.

Environment

Work inside 95% shift.

Benefits

Marriott Discount

Sage Hotel Discounts Across the US

Medical, Vision, & Dental Insurance

Referral Bonus Eligible

Access to the Sage Savings Spot (Beneplace)

$24-$26/hourly