PBX Agent - Regent Santa Monica Beach

divh2Job Title/h2pPBX (Emerald Connect) Agent/ph3Job Description/h3pRegent Santa Monica Beach, part of IHG Hotels Resorts luxury and lifestyle portfolio, presents a new era of indulgence offering 167 opulent guest rooms and suites. Introduced at a generous 720 square feet, rooms feature spa-like and luxurious bathrooms complete with a soaking tub, walk-in rain shower, double vanity and Perricone MD products, alongside thoughtful mementos through distinct Regent hallmarks./ppPoised along a coveted coastline overlooking the Pacific Ocean, the resort celebrates the allure of unexpected harmony through contrasts, delivering inspired stays with a seamless blend of timeless elegance and modern luxury. Regent Santa Monica Beach is home to four dining destinations, each offering unique epicurean discoveries. Orla and Orla Bar by James Beard Award-winning chef Michael Mina brings the peerless charm and boundless flavor of the Mediterranean to Southern California, while the poolside Azure Bar presents elevated poolside dining and creative cocktails. Sweet July Caf debuts in collaboration with Ayesha Curry with exclusive menu items and a curated selection of beloved coffee and tea beverages. The beachfront oasis also boasts a 10,000 square feet Guerlain Wellness spa, outdoor pool (Azure Pool), The Regent Boutique, and state-of-the-art Fitness Center. The opening of Regent Santa Monica Beach marks a historic return of the brand to Los Angeles and represents the Americas flagship./ppThe PBX (Emerald Connect) Agent will play a pivotal role in ensuring seamless communication services, maintaining the highest standards of guest satisfaction, and upholding the resorts reputation for excellence./ppA little bit about your day:/pulliPromote Regents service philosophy and style through our people attributes./liliMaintain impeccable personal grooming standards to uphold the professional and property style of the resort./liliAttend daily shift briefing meetings at the start of your shift./liliComplete the Emerald Connect checklist during your shift and notify the department manager of any discrepancies or challenges./liliServe as the primary contact point for all telephone communications, both internal and external, demonstrating a warm, professional, and polished demeanor./liliOperate the phone switchboard precisely directing calls to the appropriate departments, rooms, or individuals while maintaining high discretion and confidentiality./liliCoordinate with other departments to ensure a harmonious flow of communication to achieve guest satisfaction./liliEnsure personalized and anticipatory service for all guests. Attentively carry out guest preferences by following internal communication methods./liliRespond to all guest text messages, emails, and other forms of communication through KYC accurately and timely using proper grammar./liliEnter all guest requests and complaints in the KYC system and follow up accordingly to ensure guest satisfaction. Notify the manager of any unresolved issues./liliAccurately update the Opera and KYC system for guest messages, preferences, profile notes, traces, and alerts to ensure up-to-date guest information./liliAddress guest inquiries, requests, and concerns proactively and positively./liliAssist guests with information about local attractions, dining options, and other inquiries./liliBe well-versed in emergency procedures, providing immediate and accurate information during critical situations and facilitating communication between guests and colleagues./liliMaintain accurate logs of all incoming and outgoing calls, messages, and wake-up calls, ensuring a detailed and organized record-keeping system./liliReceive food and beverage orders via phone, online, or accurately recording dietary restrictions, allergies, preferences and any special requests./liliBe well versed in the menu offerings, including daily specials, and provide recommendations to guests./liliAccurately enter orders into the Point of Sales System and transmit orders to the kitchen staff promptly./liliAccept credit card, and other payment methods./liliProvide guests with accurate receipts./liliCommunicate any special requests or dietary restrictions to the kitchen./liliSuggest upselling opportunities, such as special promotions or add-ons./liliFollow the resorts credit card handling procedures and security protocols./liliParticipate in training programs to enhance guest service skills./li/ulpWhat We need from you:/pulliPrevious experience as a PBX operator or in a similar role, within a luxury hotel is highly preferred./liliExceptional communication and interpersonal skills with a focus on delivering impeccable guest service./liliOutstanding organizational abilities and skill for taking initiative, problem-solving, multi-tasking, and prioritizing./liliKnowledge of computer systems such as Excel, Word, and POS./liliPassionate about hospitality and providing an outstanding guest experience./liliHandle multiple incoming calls/liliAlcohol awareness certification and/or food service permit or valid health/food handler card as required by local or state government agency./liliAbility to sit for long periods./liliReading and writing abilities are utilized often when recording orders, completing paperwork, etc./liliFrequently standing up and moving about the property./liliBasic math skills are frequently used when recording and adding guest checks./liliFrequently bending, stooping, and kneeling./liliBe well versed in Opera to edit or enter amenity traces./liliFlexible schedule, able to work evenings, weekends, and holidays./li/ulpWhat you can expect from us:/ppThe hourly pay range for this role is $25.76 to $32.20. This range is only applicable for jobs to be performed at Regent Santa Monica Beach./ppIHG is an equal opportunity employer: Minorities / Females / Veterans / Disabled./p/div