Langham Service

3 weeks ago

Chicago, United States The Langham Chicago Full time

PRIMARY OBJECTIVE OF POSITION:

Answer internal and external telephone calls in a friendly and courteous manner, direct calls through the hotel switchboard and handle all food and beverage outlet reservations and inquiries. Input wake up calls and messages into the system, retrieve messages as requested. Actively coordinate communications within the hotel. Receive, log and dispatch internal and guest request calls and follow up each call for completion. Listen to and resolve all guest concerns directed to the department. All Langham Touch Agents to be fully versed on the Forbes service standards.

RESPONSIBILITIES AND JOB DUTIES:

Promptly answer telephone calls speaking English, greet callers with a positive and clear voice. Listen to ascertain the correct extension. Reading and using a moderately complex computer console, direct calls to appropriate line. Requires sitting in a confined space for long periods of time to continuously perform essential functions. Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages from the computer as requested. Read and verbally recite exact messages for guests. To be fully versed on any and all Food & Beverage related information such as IRD menu, wine list, outlet operating hours and Chuan Spa information. Know and understand all amenities in guest rooms so that all guest questions can be answered promptly. Receive wake-up call information, input cautiously into the automated wake-up system and verbally confirm time to guest.   Log and follow up on the completion of all internal and external requests. Briefly answer basic inquiries, e.g., time, extension numbers, outlet hours, etc. Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with established procedures. Initiate emergency response as necessary and legibly document pertinent details. Remain calm and polite especially during emergency situations and/or heavy hotel activity. Resolve complications and complaints such as missed wake up calls, service failures or missed messages using previous experience and good judgment. Ensure to use sound judgment to escalate pertinent issues to management. Prepare summary reports of daily activity and send to management. Operate facsimile machine to send, receive, and log transmissions. Notify guests using the message function of the computer of the incoming faxes. Maintain an alert, attentive, calm, and reassuring tone of voice. Be responsive to guest’s requests by communicating their needs to appropriate departments in a prompt and courteous manner. Be comfortable operating the PMS, Brilliant guest recognition system and F&B reservations system. Be fully versed on both Forbes service standards and Langham Brand Standards. Take guest inquiries and requests for reservations. Promptly provide accurate information regarding availability, accommodation types, transportation to and from hotel, rate, etc. Promote hotel marketing programs. Assign reservations based on guest preferences and availability. Read, retrieve, communicate and verify information including confirmation number to caller. Input and retrieve data with routine difficulty using a computer reservation system and utilizing codes for efficiency. Be familiar with all Room Reservations standards according to regular phone audits which are conducted at all Langham Hotels to ensure the highest of standards. Other duties and special projects as assigned by the supervisor, Ensure confidentiality of hotel guests and hotel colleagues’ information. 

SPECIAL SKILLS REQUIRED:

Ability to effectively deal with colleagues and guests, some of whom will require high levels of patience, tact and diplomacy to diffuse anger and collect accurate information. Considerable ability to listen effectively and speak English clearly on the telephone in a polite and understandable manner is required. Ability to access and accurately input information using a moderately complex system required. Ability to read the English language to fully comprehend and communicate clearly all guest messages. Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other employees. 

EDUCATION REQUIRED:

Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skill and abilities. High school diploma preferred.

EXPERIENCE REQUIRED:

Prior hospitality and/or communications experience preferred.

EOE, Including Disability/Veterans

Source: Hospitality Online

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