Communications Agent - (FT) (Finance)

Duties and Supporting Responsibilities

Communications

• Promptly answer external and internal phone calls, emails, and guest text messages.
• Provide all callers with exceptional service including warm and sincere greeting/closing and anticipating guest needs.
• Answer any questions guests may have about general property inquiries.
• Assist with transferring phone calls to appropriate departments.
• Receive and execute guest wake up calls.

Front Office

• Effectively utilize OnQ to assist guests with any inquiries such as reservation requests or billing questions.
• Respond to guest emails, manage daily Kipsu messaging with guests, and complete guest requests.
• Assist Bell Desk with monitoring and dispatching luggage requests as necessary.
• Follow up on all above items with guests to ensure completion and guest satisfaction
• Field Valet requests

Housekeeping

• Effectively utilize REX, OnQ, and HotSos to support daily Housekeeping operations.

Food and Beverage

• Book and confirm in-house reservations via OpenTable
• Take detailed messages regarding large party bookings, outlet buyouts or pool cabana inquiries to communicate with management team
• Effectively direct guests to booking site for paid amenity requests

Spa

• Answer all questions about Spa facilities and basic questions about treatments offered
• Utilize Book-4-Time to book Spa reservations during off-hours when Spa is closed.

Requirements

Mandatory

• Minimum of 2 years in hospitality customer service position.
• Ability to effectively multi-task while remaining calm and pleasant
• Adheres to, supports and carries out the strategic Company's vision, mission and values.
• Excellent communication skills in both verbal and written; is able to effectively communicate and write clearly and succinctly in the English language.
• Professional and appropriate business appearance and presentation.
• Must possess excellent organizational and administrative skills.
• Flexible work hours to meet the demands of a 24 hour operation.

Desirable

• Experience working in a luxury hospitality environment.
• Multi-lingual preferred.
• Experience with OnQ PMS, REX, HOTSOS is an advantage.

Each of the items listed is considered an essential function of the position. However, the duties, responsibilities and requirements presented in this job description are intended to be broad based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position. The Company reserves the right to alter the duties and responsibilities of the position.