Communications Agent-FT

Full time
20$/h
miami 31/07/2017   Full time 20$/h

Position Purpose:

Answer hotel telephone and directs calls appropriate extension or room. Clearly communicate with guests regarding hotel information and emergencies. Contacts hotel executives and city services in cases of emergency.

ESSENTIAL FUNCTIONS

  • Answers calls originating from external and internal sources. Directs caller to appropriate extension or room. Verifies last name of guest for all room calls. Assists guests with directions or other requests. Directs hotel staff to assist guests, upon request. Communicates to callers in a clear and concise manner. Inputs/writes messages using proper grammar and spelling. Verifies names and telephone numbers.
  • Properly handles all incoming urgent matters or emergencies for the guests and hotel. Works with hotel management and/or security in order to calmly direct appropriate action. Appropriately documents all emergencies.         
  • Greets callers with a friendly and sincere welcome. Uses a positive and clear speaking voice, listen to and understand requests, responds with appropriate action and provides accurate information such on outlet hours, special VIP programs, events, etc.
  • Promptly answers the telephone and web inquiries. Inputs messages into the computer and tells other associates of special guest needs. Retrieves messages and communicates the content to the guest.
  • Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy resort activity. Plans and implements detailed steps by using experienced judgment and discretion.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY:

  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflict.
  • Ability to prioritize and organize workload to ensure deadlines are met.
  • Ability to read, speak, and listen to comprehend the English language in order to communicate effectively to employees, understand reports and related correspondence and accurately perform all essential job functions.
  • Ability to access and accurately input information using a moderately complex computer system.
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