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Guest Experience

4 months ago

Palm Beach, United States The Colony Palm Beach Full time

Since 1947, The Colony Palm Beach has been the center of Palm Beach's social life, hosting
- U.S. Presidents, European Royalty, and welcoming travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from world-famous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean.
- The Colony Palm Beach is an Equal Opportunity Employer and a Drug-Free Work Place_

Job Overview:
JOB OVERVIEW: Answer internal and external phone calls and provide information about the hotel to the guests.

STANDARD SPECIFICATIONS:
Requirements represent minimum levels of knowledge, skills, and abilities. To perform this job successfully, the employee will possess the skills or aptitudes to perform each duty proficiently.
Qualifications:
Essential:
1) High School Diploma or equivalent.
2) Previous guest service or hospitality experience, preferably in a luxury hotel/resort.
3) Thorough knowledge of hotel services and amenities.
4) Availability to work holidays, weekends, and periods of high demand.
5) Computer Skills - Proficient with Microsoft Office Suite or related software.
6) Proficient with a hotel PMS and Switchboard PBX.
7) Oral Comprehension - demonstrates listening to and understanding of information and ideas presented through spoken words and sentences.
8) Reading Comprehension - demonstrates understanding written sentences and paragraphs in work-related documents.
9) Writing - communicates effectively in writing as appropriate for the audience's needs.
10) Excellent guest service skills.
11) Excellent telephone etiquette skills.
12) Ability to operate the Hotel's PBX system and manage a heavy volume of phone calls.
13) Ability to focus on guest needs, remaining calm and courteous at all times.
14) Previous data entry experience.

Desirable:
1) Previous switchboard operator experience.
2) Previous five-star guest service training.
3) Fluent in a secondary language.

**Skills**:Essential:
1) Ability to enforce hotel standards, policies, and procedures with Bell/Valet staff.
2) Ability to prioritize and organize work assignments.
3) Ability to be a clear thinker in pressure situations and exercise sound judgment.
4) Ability to work well under pressure.
5) Excellent communication skills.
6) Ability to focus on time-sensitive guest requests and tasks.
7) Ability to understand guest inquiries and provide responses.
8) Ability to focus attention on guests' needs.
9) Ability to remain stationary at assigned post for extended periods.
10) Ability to maintain the confidentiality of guests and pertinent hotel information.
11) Ability to ensure the security of guest room access and hotel property.
12) Ability to work with mínimal supervision.
13) Ability to ensure security and confidentiality of guest and employee information and materials.
14) Ability to work cohesively with other departments and co-workers as a team.

Physical Requirements:
1) Prolonged periods of sitting.
2) Ability to remain stationary at assigned post for extended periods.
3) Continuous movement throughout the hotel.
4) Able to grasp, lift and carry, push, pull, or move goods weighing 30 lbs.

ESSENTIAL JOB FUNCTIONS:
1) Consistently offer professional, courteous, and engaging service.

2) Ensure that all calls are responded to within three rings and use correct greeting and telephone etiquette.

3) Operate the switchboard by screening calls, gathering basic information from callers to understand who they need to be transferred to, or answering questions callers may have.

4) Transfer callers to the correct person or assist in finding an appropriate person.

5) Take messages to relay at a later time or pass them on to another team member.

6) Receive guest messages and deliver messages to guests.

7) Responsible for setting up wake-up calls when requested.

8) Provide accurate and thorough information about the hotel’s accommodations, packages, promotions, services, and amenities.

9) Assist guests with planning and booking hotel, restaurant, package, and special event reservations.

10) Assist guests with Room Service orders and place orders for Food & Beverages.

11) Fully comprehend and efficiently operate all relevant aspects of the hotel’s switchboard.

12) Maintain complete knowledge of:

- All hotel features/amenities/services and hours of operation.
- Room availability and daily house count.
- All hotel restaurant food concepts, menu price range, dress code, and ambiance.
- All hotel room types, numbers/names, layouts, appointments, amenities, and locations.
- All hotel room rates, special packages, and promotions.
- Scheduled daily group activities, names, and locations of meeting/banquet rooms.
- Local events, attractions, and holiday schedules.

13) Monitor, track, and handle guest comments.

14) Monitor and respond to guest complaints following the instant pacification procedure and hotel standards.

15) Document and handle guest calls and B