Job description
Provides prompt, courteous and efficient handling of all incoming calls and assistance for outgoing calls which transpire through PBX. Also, plays an integral part in assisting with emergencies, (fire, medical, power/system failure) by contacting the designated personnel for immediate assistance.
ESSENTIAL FUNCTIONS:
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests’ needs, respond promptly and acknowledge all guests and residents, however busy and whatever time of day.
- Maintain positive guest and resident relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas
- Set up work station with necessary supplies and resource materials.
- Secure headset to console and log onto system.
- Access all functions of system.
- Accommodate all telephone, beeper and page requests in a congenial manner within 1 minutes of request.
- Respond to all incoming telephone calls within 3 rings, using proper salutation and closing.
- Route callers to requested guest or resort personnel/department.
- Place calls on "hold" for no longer than 15 seconds, after permission is granted by caller.
- Monitor busy lines; check back with caller on hold to update status and offer to take a message.
- Monitor unanswered lines; return to caller after 3 rings to update status and offer to take a message.
- Take, record and relay messages accurately, completely and legibly. Activate/deactivate guest room message light; accordingly, distribute resort personnel/department messages to designated location.
- Activate voice mail system for each arriving guest upon check-in. Offer callers detailed information on voice mail system.
- Access system to print guest messages on PBX printer and contact Bell Stand for delivery.
- Accept, record, and deliver wake-up calls.
- Provide callers with accurate information on resort facilities and services.
QUALIFICATIONS:
- High School Diploma or equivalent
- One to two years related experience or equivalent.
- Excellent customer service skills.
- Excellent verbal and written communication skills.
- Proficient on Opera PMS and Microsoft Office.
- Commitment to excellence and high standards.
- Strong organizational skills; able to manage priorities and workflow
- Ability to work independently and as a member of various teams and committees.
- Ability to understand and follow written and verbal instructions
- Professional appearance and demeanor
- Ability to effectively communicate with people at all levels and from various backgrounds.
- Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
- Bilingual skills a plus.
- Acute attention to detail.
- Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
Mondrian South Beach is located on the newly fashionable West Avenue just minutes from the center of South Beach, Downtown Miami, Wynwood Arts District, Lincoln Road, and Ocean Drive. Set on the stunning waterfront of Biscayne Bay designed after revolutionary Dutch designer, Marcel Wanders. His whimsical visionary style for the hotel is an homage to the “Sleeping Beauty’s Castle.” The spectacular views from the floor-to-ceiling windows display views of the Bay, while the eye is drawn to the signature “floating staircase.
We offer competitive pay/comprehensive healthcare insurance/paid-time off/company-paid holidays/401k retirement plan.
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