Since 1947, The Colony Palm Beach has been the center of Palm Beach social life hosting-- U.S. Presidents, European Royalty and welcoming travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from world-famous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean.
For more information visit http://thecolonypalmbeach.com
The Colony Palm Beach is an Equal Opportunity Employer and a Drug Free Work Place.
JOB OVERVIEW: Answer both internal and external phone calls and provide information about the hotel to the guests.
ESSENTIAL JOB FUNCTIONS:
- Consistently offer professional, courteous and engaging service.
- Ensure that all calls are responded to within 3 rings and using correct greeting and telephone etiquette.
- Operate the switchboard by screening calls, gathering basic information from callers to understand who they need to be transferred to, or answering questions callers may have.
- Transfer callers to the correct person or assist in finding an appropriate person.
- Take messages to relay at a later time or pass on to another team member.
- Receive guest messages and deliver messages to guests.
- Responsible for setting up wake up calls when requested.
- Provide accurate and thorough information about the hotel’s accommodations, packages, promotions, services, and amenities.
- Assist guests with planning and booking hotel, restaurant, package and special event reservations.
- Assist guests with Room Service orders, place orders with Food & Beverage.
- Fully comprehend and efficiently operate all relevant aspects of the hotel’s switchboard.
- Maintain complete knowledge of:
- All hotel features/amenities/services and hours of operations.
- Room availability and daily house count.
- All hotel restaurant food concepts, menu price range, dress code and ambiance.
- All hotel room types, number/names, layout, appointments, amenities and locations.
- All hotel room rates, special packages and promotions.
- Scheduled daily group activities, names and location of meeting/banquet rooms.
- Local events, attractions, holiday schedules.
- Monitor, track, and handle guest comments.
- Monitor and respond to guest complaints following the instant pacification procedure and hotel’s standards.
- Document and handle guest calls and requests for Bell/Valet assistance.
- Place orders and schedule amenities, gift bags, mail, ice or special request items to be delivered to guest rooms in a timely manner.
- 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.
- Assist the Sales Department with room blocks and group bookings.
- Monitor and maintain cleanliness and working condition of departmental equipment/supplies.
- Prepare work orders for equipment repairs and distribute to Engineering.
- Ensure that all pertinent information is documented in the log book daily.
- Handle emergency calls.
- Maintain knowledge of all safety and emergency procedures and is aware of accident prevention policies.
- Report accidents, injuries, and unsafe work conditions to the supervisor or manager.
- Successful completion of all required trainings/certifications.
- Develop and maintain positive working relationships with others.
- 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.
- Comply with quality assurance expectations and standards.
- Perform other duties as assigned by supervisor.
SECONDARY FUNCTIONS:
- Assist with the daily operations of the Front Desk, when needed.
- Assist Front Desk staff with guest room tours.
- Retrieve theater tickets, flowers and other items as requested.
Qualifications
STANDARD SPECIFICATIONS:
Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the associate will possess the abilities or aptitudes to perform each duty proficiently.
Essential:
- High School Diploma or equivalent.
- Previous guest service or hospitality experience, preferably in a luxury hotel/resort.
- Thorough knowledge of hotel services and amenities.
- Availability to work holidays, weekends and periods of high demand.
- Computer Skills - Proficient with Microsoft Office Suite or related software.
- Proficient with a hotel PMS and Switchboard PBX.
- Oral Comprehension - demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
- Reading Comprehension - demonstrates understanding of written sentences and paragraphs in work-related documents.
- Writing - communicates effectively in writing as appropriate for the needs of the audience.
- Excellent guests service skills.
- Excellent telephone etiquette skills.
- Ability to operate Hotel’s PBX system and manage heavy volume of phone calls.
- Ability to focus attention on guest needs, remaining calm and courteous at all times.
- Previous data entry experience.
Desirable:
- Previous switchboard operator experience.
- Previous five-star guest service training.
- Fluent in a secondary language.
Essential:
- Ability to enforce hotel’s standards, policies and procedures with Bell/Valet staff.
- Ability to prioritize and organize work assignments.
- Ability to be a clear thinker in pressure situations and exercise good judgments.
- Ability to work well under pressure.
- Excellent communications skills.
- Ability to focus on time sensitive guest requests and tasks.
- Ability to understand guest inquiries and provide responses.
- Ability to focus attention on guests' needs.
- Ability to remain stationary at assigned post for extended periods of time.
- Ability to maintain confidentiality of guests and pertinent hotel information.
- Ability to ensure security of guest room access and hotel property.
- Ability to work with minimal supervision.
- Ability to ensure security and confidentiality of guest and employee information and materials.
- Ability to work cohesively with other departments and co-workers as part of a team.
Physical Requirements:
- Prolonged periods of sitting.
- Ability to remain stationary at assigned post for extended periods of time.
- Continuous movement throughout hotel.
- Able to grasp, lift and/or carry, push, pull, or otherwise, move goods weighing a maximum of 25 lbs.
Publicado 18 De Septiembre De 2024