Emerald Connect Agent

2 weeks ago

Santa Monica, United States Regent Full time

**About Us**:
Regent Santa Monica Beach—an IHG Hotels & Resorts (IHG) property—lands in Santa Monica in 2024 as the first destination in the Americas. The resort will set a new standard for modern upper luxury.

Located steps from the famed Santa Monica Pier, the resort will celebrate the beauty of unexpected harmony through contrasts, delivering inspired stays through a blend of serenity and a touch of decadence. The resort will feature sumptuous rooms and suites, along with a stunning beachfront pool deck, a destination spa, and a wellness center. Additionally, Regent Santa Monica Beach will welcome guests for unforgettable epicurean experiences, including a restaurant concept created in collaboration with an acclaimed celebrity chef as well as a high-end artisanal marketplace.

**Job Summary**:
The Emerald Connect Agent will play a pivotal role in ensuring seamless communication services, maintaining the highest standards of guest satisfaction, and upholding the resort’s reputation for excellence.

**A little bit about your day**:
Reporting to the Director of Guest Experience, every day is different, but you will mostly:

- Promote Regent’s service philosophy and style through our people attributes.
- Maintain impeccable personal grooming standards to uphold the professional and property style of the resort.
- Attend daily shift briefing meetings at the start of your shift.
- Complete the Emerald Connect checklist during your shift and notify the department manager of any discrepancies or challenges.
- Serve as the primary contact point for all telephone communications, both internal and external, demonstrating a warm, professional, and polished demeanor.
- Operate the phone switchboard precisely directing calls to the appropriate departments, rooms, or individuals while maintaining high discretion and confidentiality.
- Coordinate with other departments to ensure a harmonious flow of communication to achieve guest satisfaction.
- Ensure personalized and anticipatory service for all guests. Attentively carry out guest preferences by following internal communication methods.
- Enter all guest requests and complaints in the KYC system and follow up accordingly to ensure guest satisfaction. Notify the manager of any unresolved issues.
- Accurately update the Opera and KYC system for guest messages, preferences, profile notes, traces, and alerts to ensure up-to-date guest information.
- Address guest inquiries, requests, and concerns proactively and positively.
- Assist guests with information about local attractions, dining options, and other inquiries.
- Be well-versed in emergency procedures, providing immediate and accurate information during critical situations and facilitating communication between guests and colleagues.
- Maintain accurate logs of all incoming and outgoing calls, messages, and wake-up calls, ensuring a detailed and organized record-keeping system, Maintain accurate records of food orders, payments, and guest details.
- Abide by all department standards and resort’s policies and procedures.
- Receive food and beverage orders via phone, online, or accurately recording dietary restrictions, allergies, preferences and any special requests.
- Be well versed in the menu offerings, including daily specials, and provide recommendations to guests.
- Accurately enter orders into the Point of Sales System and transmit orders to the kitchen staff promptly.
- Accept credit card, and other payment methods.
- Provide guests with accurate receipts.
- Communicate any special requests or dietary restrictions to the kitchen.
- Suggest upselling opportunities, such as special promotions or add-ons.
- Follow the resort’s credit card handling procedures and security protocols.
- Participate in training programs to enhance guest service skills.

**What We need from you**:

- Previous experience as a PBX operator or in a similar role, within a luxury hotel is highly preferred.
- Exceptional communication and interpersonal skills with a focus on delivering impeccable guest service.
- Outstanding organizational abilities and skill for taking initiative, problem-solving, multi-tasking, and prioritizing.
- Knowledge of computer systems such as Excel, Word, and POS.
- Passionate about hospitality and providing an outstanding guest experience.
- Handle multiple incoming calls
- Alcohol awareness certification and/or food service permit or valid health/food handler card as required by local or state government agency.
- Ability to sit for long periods.
- Reading and writing abilities are utilized often when recording orders, completing paperwork, etc.
- Frequently standing up and moving about the property.
- Basic math skills are frequently used when recording and adding guest checks.
- Frequently bending, stooping, and kneeling.
- Be well versed in Opera to edit or enter amenity traces.
- Flexible schedule, able to work evenings, weekends, and holidays.

**What you can expect from us**:
The hourly pay

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