FT PBX Agent

Job Purpose:

Under the general guidance of the Director of Rooms, provides telephone customer service support for all calls received while maintaining the core experience guidelines at the property. Responsible for the efficient service of food and beverage to all guests staying in the Hotel and for ensuring that standards and guest requirements are met at all times.

Duties & Functions:

Must love and support their TEAM!

Must love and take care of guests!

Must say 'yes' and 'thank you' often!

Answer Room Service phone within two rings, using correct salutations and telephone etiquette

Answers all guest inquiries while maintaining current knowledge/familiarity with all hotel services/features and local attractions

Ensures all call transfers are appropriately routed to the requested destinations

Ensures that call productivity is meeting the service guidelines set forth by the department and company

Effectively inputs guest, room and pertinent information accurately into the Hotel PMS

Take guests' food and beverage orders, utilizing suggestive selling techniques and following all departmental standards

Input orders into system and distribute to Servers; ensure authorization for room charges

Process all payment methods in accordance with Accounting procedures and policies

Greet guests in a positive, friendly manner and make them feel welcome

Effectively communicate with management, chefs and culinary staff in order to fulfill and address any issues or needs requested by guests and or other employees

Maintain complete knowledge of and comply with all departmental policies, procedures, and standards

Resolve guest complaints, ensuring guest satisfaction

Ensure accuracy of guest name and room number of each order for delivery

Access all functions of the POS system in accordance to specifications

Ensure timely set up and delivery of orders

Input charges for amenity orders and coordinate delivery of such with Servers; following departmental procedures

Any other reasonable duties as assigned by the supervisor or manager

We recognize we are in the hospitality industry and that may require us to provide lateral service. We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional service

ADDITIONAL RESPONSIBILITIES

Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.

Communicate with employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.

Remain calm and alert, especially during emergency situations and/or heavy restaurant activity, serving as a role model for team and other employees. Interact with other department personnel and venue staff as needed.

Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.

To be aware of and ensure constant compliance with all necessary operational policies including:

Health and Safety

Food Hygiene

Maintenance

Emergency Procedures

Liquor Licensing

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

Attend mandatory meetings including divisional meetings, staff meetings, etc.

Participate in community events and ensure corporate social responsibility goals of the company are met.

Utilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, and PowerPoint), Micros, ADP, Open Table and any departmental specific systems used.

Keep work area clean and organized.

Ensure confidential documents are kept in a secured area.

When disposing confidential documents that contain any personally identifiable information, they must be shredded or pulverized.

Complete other duties as assigned by the Department Head.

Demonstrate positive leadership characteristics, which inspire Team Members to meet and exceed standards.

Ensure compliance with the company's policies and procedures.

OTHER DUTIES

Assimilate into the company's culture through understanding, supporting and participating in all the company's elements. Demonstrate working knowledge of the service standards.

Regular attendance in conformance with the standards, which may be established by the company from time to time, is essential to the successful performance of this position.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the property.

SAFETY REQUIREMENTS

Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The restaurant will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.

Requires ability to lift large and heavy packages and boxes and to the ability to load and unload small and large boxes as needed. Must have ability to safely lift minimum of 50 lbs. without assistance and to push and pull up to 150 lbs. with appropriate equipment.

GROOMING/UNIFORMS

All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.

OTHER

Additional language ability preferred.