Agent-At Your Service
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Key skills for this role
About the Role
EDITION is hiring an Agent-At Your Service to handle guest requests via phone, email, and chat. Responsibilities include operating the switchboard, processing wake-up calls, and logging requests.
Key Skills for This Role
Responsibilities
- Answer, record, and process all guest requests via telephone, email, chat, and mobile communication devices
- Operate telephone switchboard, process wake up calls, and direct calls
- Log all guest requests into computer and follow up to ensure resolution
- Provide information about room features, property amenities, and local areas of interest
- Process room service orders and answer menu questions
- Assist guests with internet and guestroom entertainment
Requirements
- High school diploma or G.E.D. equivalent
- No related work experience required
- Ability to stand, sit, or walk for an extended period
- Ability to lift up to 10 pounds without assistance
Full Job Posting
Position Summary
- Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices.
- Operate telephone switchboard, process guest requests for wake up calls, and connecting and directing calls to the appropriate extension.
- Receive, record, and relay messages accurately.
- Log all guest requests or issues into computer, contact appropriate individual or department, and follow up with guest to ensure their request has been resolved to their satisfaction.
- Provide information to guests about room features, property amenities, and local areas of interest.
- May process room service orders, answer questions on menu selection and record transactions in point of sale system.
- Assist guests with accessing internet and guestroom entertainment.
Critical Success Factors
- Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets.
- Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
- Speak with others using clear and professional language, and answer telephones using appropriate etiquette.
- Develop and maintain positive working relationships with others, and support team to reach common goals.
- Comply with quality assurance expectations and standards.
- Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time or for an entire work shift.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
- Perform other reasonable job duties as requested by Supervisors.
Preferred Qualifications
- Education: High school diploma or G.E.D. equivalent.
- Related Work Experience: No related work experience.
- Supervisory Experience: No supervisory experience.
- License or Certification: None
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