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Quality Assurance Agent Executive Office

2 months ago

Boca Raton, United States The Boca Raton Full time
Job DescriptionJob Description

Summary

The Quality Assurance Team will be the key drivers to maintain The Boca Raton’s high standards of service and hospitality for the post stay experience of all guests. The agents are believed to be knowledgeable about the resort, the operations, be able to communicate in a luxury manner and build strong relationships with guests and fellow associates.

Essential Functions

  • Maintain complete knowledge of:
    1. Forbes 5 Star Standards
    2. Resort Values, Gold Standards, Vision, and Mission
    3. All hotel policies and procedures
    4. All hotel features/services, hours of operations
    5. All hotel restaurant outlets, dress code, and ambiance.
    6. Resort systems; Including but not limited to: Opera, Kipsu, Navis, Shift Notes, 7 Rooms, Medallia and Spa Soft.
  • Ensure the information provided to Guests is accurate, individualized, and updated.
  • Ability to multitask in a high pace environment switching between calls, emails and necessary systems.
  • Facilitate all guest service recovery requests following the Forbes Five Star Guest Service Request standards.
  • Builds strong relationships with guests, and team members to gain a full understanding of policies, procedures and remember to “Learn the truth” when investigating a quality lapse in either a product or service.
  • Respond to all guest satisfaction surveys, emails and social media reviews within 24 hours with genuine and appropriate responses, ensuring Forbes Five Star Guest Service standards.
  • Responsible for elevated luxury service by responding to guest surveys, social media reviews, emails, and phone calls with a friendly, warm, sincere tone, while recognizing and empathizing with individual guest needs.
  • Responsible for adding guest notes on Opera platform regarding any glitches in stay to ensure the guests next experience exceeds expectations.
  • Resolve guest complaints and disputes with the assistance of your manager, director and above.
  • Escalate reoccurring concerns to the Deputy Chief of Staff.


Internal Relationships

  • Reports to the Deputy Chief of Staff as part of the Executive Office of the President. Quality Assurance agent works closely with all properties and departments in the resort. Following up and taking note of trends of service.


External Relationships

  • Has regular contact with the resort guest during their post stay experience. Maintains appropriate relationships with these and other constituencies to enhance the image of the Company and the attainment of its objectives.


Qualifications

  • Interacting with Multiple Systems — Using a variety of applications (including hardware and software) to assist guests with any post stay questions or concerns.
  • Communicating with Associates Outside of the Department — Representing the Executive Office to every other department in the resort for follow-through; via specific communication protocols utilizing email, telephone, radio, text messages, or through other applications.
  • Establishing and Maintaining Interpersonal Relationships —Developing constructive and cooperative working relationships with others and maintaining them over time.

Education/Experience Requirements

  • High school diploma or equivalent required.
  • 4-year college degree preferred with emphasis on foreign languages

Experience:

  • Previous work experience in high pace operations
  • Previous work experience in a luxury environment preferred.
  • High proficiency in computer software such as computer programs, apps, and websites preferred.
  • The ability to speak and write in English, demonstrate intensive customer focus and reliability, and maintain a well-groomed presentation.