JOB OVERVIEW: Answer internal and external phone calls and provide information about the hotel to the guests.

ESSENTIAL JOB FUNCTIONS:

1) Consistently offer professional, courteous, and engaging service.

2) Ensure that all calls are responded to within three rings using correct greeting and telephone etiquette.

3) Operate the switchboard by screening calls, gathering basic information from callers to understand whom they need to be transferred to, or answering questions callers may have.

4) Transfer callers to the correct person or assist in finding an appropriate person.

5) Take messages to relay at a later time or pass them on to another team member.

6) Receive guest messages and deliver messages to guests.

7) Responsible for setting up wake-up calls when requested.

8) Provide accurate and thorough information about the hotel's accommodations, packages, promotions, services, and amenities.

9) Assist guests with planning and booking hotel, restaurant, package, and special event reservations.

10) Assist guests with Room Service orders, and place orders for Food & Beverages.

11) Fully comprehend and efficiently operate all relevant aspects of the hotel's switchboard.

12) Maintain complete knowledge of:

· All hotel features/amenities/services and hours of operation.

· Room availability and daily house count.

· All hotel restaurant food concepts, menu price range, dress code, and ambiance.

· All hotel room types, numbers/names, layouts, appointments, amenities, and locations.

· All hotel room rates, special packages, and promotions.

· Scheduled daily group activities, names, and locations of meeting/banquet rooms.

· Local events, attractions, holiday schedules.

13) Monitor, track, and handle guest comments.

14) Monitor and respond to guest complaints following the instant pacification procedure and hotel's standards.

15) Document and handle guest calls and requests for Bell/Valet assistance.

16) Place orders and schedule amenities, gift bags, mail, ice or special request items to be delivered to guest rooms in a timely manner.

17) Assist Reservations Agents as needed:

· Book and enter room reservation requests using the Property Management System.

· Provide support to guests who have already made a hotel/restaurant reservation by confirming, changing or canceling reservations.

· Assist guests with payment and credit card charges questions.

· Process payments and send confirmation to the guest.

· Update reservations ensuring an excellent and memorable guest experience.

· Ensure revenue is maximized by up-selling guest rooms/amenities.

18) Assist the Sales Department with room blocks and group bookings.

19) Monitor and maintain cleanliness and working condition of departmental equipment/supplies.

20) Prepare work orders for equipment repairs and distribute to Engineering.

21) Ensure that all pertinent information is documented in the log book daily.

22) Handle emergency calls.

23) Maintain knowledge of all safety and emergency procedures and is aware of accident prevention policies.

24) Report accidents, injuries, and unsafe work conditions to the supervisor or manager.

25) Successful completion of all required trainings/certifications.

26) Develop and maintain positive working relationships with others.

27) Ensure that the appropriate level of confidentiality and security for all guest and company information is achieved, aiding in creating a feeling of comfort and confidence for guests.

28) Comply with quality assurance expectations and standards.

29) Perform other duties as assigned by supervisor.

30) Coordinate guest requests with designated vendors according to departmental standards, to include:

· Room accommodations

· Airline reservations, changes, cancellations

· Transportation from hotel to airport and return

· Bus/train transportation

· Limousine reservations

· Car rentals

· Car repair and servicing

· Charter flights/rentals

· Babysitting services

· Banking/financial services

· Business center services/fax or telex services/mailing and delivery services.

· Interpretation services.

· Notary services

· Restaurant reservations, nightclub activities

· Dry cleaning, laundry, alterations, repairs

· Sporting events, golf facilities, sport and athletic activities/rentals, outdoor activites, health hotel facilities.

· Formal wear rentals

· Flowers

· Salon appointments

· Shoe shines

· Shopping services

· Movie/theater/attraction tickets

· Sightseeing tours

· Medical services

· Religious services

31) Legibly document all pertinent information in guest request log(s). Monitor and update log book(s) through the shift.

32)Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.

33)Place orders for amenities and coordinate delivery of amenities to designated guest rooms in accordance with hotel standards.

34) Assist with compilation of weekly Events Sheet detailing special activities and events within the local area; distribute to all departments.

Job Type: Full-time

Pay: $15.00 - $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Palm Beach, FL 33480: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 1 year (Required)

Work Location: One location

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