Call Center Agent - PT

Must be able to work in a fast-paced, busy, and somewhat stressful environment, and maintain physical stamina and mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines. WHAT IT TAKES (The Qualities We Look For) Use all equipment associated with the position, including but not limited to computer keyboard, PBX NEC console system, Agilysys AS400, LMS property management system, and two-way radios and cellular phone equipment.

YOUR MISSION (The Job Description)

The Call Center Agent will play an important role for expediting all incoming calls in a timely and accurate manner, and responding to emergency situations, as well as handling guest messages and wake-up calls. The Call Center Agent will beresponsible for logging and distributing hotel guests, hotel management, and hotel executive's messages, as well as handling of guest and wake-up calls.

THE NITTY-GRITTY (The Essential Job Duties) Including but not limited to:

This role will work closely with Room Reservations Manager to:

• Receive internal and external calls to answer questions, direct calls or provide general information
• Meet department standards regarding dialogue and customer courtesy
• Provide accurate information to appropriate authorities/departments during emergencies
• Assist in-house guests with all request and challenges including but not limited to engineering challenges, housekeeping needs and general questions
• Answer internal phone calls from food and beverage outlets with questions regarding charging privileges, room service amenities, and pre-authorization of charges.
• Process guest departure requests, including settling the bill, arranging, and posting late check-out fee, and finalizing departure requests such as emailing or faxing the guest's folio

WHAT IT TAKES (The Qualities We Look For)

• Use all equipment associated with the position, including but not limited to computer keyboard, PBX NEC console system, Agilysys AS400, LMS property management system, and two-way radios and cellular phone equipment
• Use a computer effectively to access, understand, and input customer information
• Effectively communicate in English with customers and co-works
• Review and comprehend all necessary documentation

MUST HAVE'S

• Current, legal, and unrestricted ability to work in the United States
• Always communicate effectively with all levels of employees as well as all external contacts
• Experience using a computer to effectively access, understand and input customer information
• Review, comprehend, and respond to all necessary documentation with a strong attention to detail
• Use all equipment associated with the position, including but not limited to: Microsoft Word, Excel, and Outlook
• The skills and abilities necessary for this position are typically acquired through the completion of a high school degree or equivalent, as well as two months of on-the-job training

THE WORKING CONDITIONS

• Work in an environment that is subject to varying noise levels, the severity of which depends upon work volume
• Effectively and efficiently move from floor to floor as needed
• Lift up to 40 pounds
• Move up to 50 pounds to be able to perform inspector and utility duties as needed and perform necessary inventory checks
• Must be able to withstand prolonged sitting without restriction
• Must be able to work in a fast-paced, busy, and somewhat stressful environment, and maintain physical stamina and mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines
• Must be able to touch and handle supplies in a safe and non-hazardous manner, maintaining proper hygiene, cleanliness, and disposal methods

VALUABLE TRAITS

• 50% logical / 50% creative / 100% AWESOME
• Enjoy working with a team and alone as the situation dictates
• Adaptive, Flexible!
• Embody "great attitude"
• Unwavering integrity and endless work ethic
• Appreciate constructive feedback, as well as graciously providing the same
• Tenacious and self-motivated

This is not an exhaustive list of duties, responsibilities, and conditions.

*Virgin Hotels celebrates diversity and is proud to be an Equal Opportunity Employer*