Job Purpose

The Beautiful Residence Inn/SpringHill Suites Combo downtown Greenville is looking for a dedicated Guest Service Phone Chat Agent. The candidate must have excellent phone communication skills with strong attention to detail and the ability to multi task. The ideal candidate will also have a warm welcoming voice, a positive attitude and be knowledgeable about hotel operations. One to two years of previous experience in any relevant administrative position is preferred.

The Guest Service Phone Chat Agent will answer phone inquiries in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions, handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with high-speed Internet service, telephone and facsimile services, hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. The Guest Service Phone Chat Agent will also utilize and ensure proper working condition of the telephone switchboard, the hotel computer systems (e.g. property management, paging and radio systems). Comply with AURO Hotels standards of conduct. Work harmoniously and professionally with co-workers and supervisors.

Essential Job Functions

• Answer all incoming calls in a pleasant and professional manner.
• Use a positive, clear speaking voice, listen to guest requests and respond with appropriate action.
• Route calls, transfer information, and handle the administrative duties.
• Maintain effective communication within Front Office and related departments, and with all hotel departments. Stay aware of issues relating to front office and general hotel operations. Attend meetings as scheduled. Apprise management of any concerns or suggestions.
• Adhere to safety, security and emergency procedures, react appropriately during emergency situations, and act promptly to correct hazards.
• Promptly answer the telephone using positive, pleasant tone of voice and following the established verbiage. Input messages into the computer. Retrieve messages and communicate the content of messages to guests. Retrieve and send mail, small packages and facsimiles for guests.
• Listen to and promptly act to resolve guest problems and complaints. Apprise management of all guest complaints/problems; including those that have been resolved.

• Complies with Company Standards of Service as outlined for AURO Hotels.
• Projects a favorable image of AURO Hotels to the public at all times.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
• Treats guests, vendors, customers and co-workers with professionalism and respect at all times.

• Completes Departmental, AURO Hotels and Brand standards training as assigned.
• Maintains a clean and neat appearance at all times.
• Must be able to work flexible work hours/schedule including evenings, weekends and holidays.
• Nothing in this job description restricts management’s right to assign or reassign duties, work hours and/or responsibilities for this job at any time.

Experience/Education

High school diploma or general education degree or equivalent combination of education and experience required.

Auro Hotels is an Equal Employment Opportunity and E-Verify Employer. All applicants are subject to background and substance abuse screening prior to any offer of employment.