Call Center - Call Center Agent Job at Halekulani Corp. in Honolulu

Halekulani, 2199 Kalia Road, Honolulu, Hawaii, United States of America

Overview

LEGACY is a core value that Halekulani lives by to celebrate our cultural history. For over 100 years, the hotel has welcomed visitors to Waikiki Beach, sharing our gracious hospitality, impeccable service, and unparalleled cuisine. Halekulani and Halepuna Waikiki employees live the legacy through the "art of service."

The Call Center Agent represents the hotel to the guest through voice contact over the phone. The guest may call the Call Center Agent with questions about any service needed, such as extra pillow, making the room, engineering issues, luggage pickup, car retrieval, Front Desk questions, Spa requests, dining reservations including In Room Dining Orders, lounge entertainment schedule, shuttle service to the airport, or other services or activities on the property.

The Call Center Agent handles incoming calls to the hotel from outside, internal calls between rooms or departments, and calls from or to guests. The agent must be responsible, organized, and fast-thinking, routing calls to the correct location without hassle and ensuring that connections are maintained.

As an integral part of a team, the Call Center Agent is responsible for continuously looking for ways to improve each guest’s experience through exceptional service and effortless communication across all hotel departments.

The Call Center Agent should be sales-minded. A guest new to the property may not know what is available, while a returning guest may not know about new services or options. It is the agent’s responsibility to inform guests about the hotel’s rooms and services, presenting options and alternatives to assist in decision-making. Hard sales techniques are not required; rather, offer options and help in making choices. Agents should know the location and types of available rooms as well as the activities and services of the property. As part of the registration process, highlight special promotions or events of restaurants, lounges, gift shops or other outlets.

ESSENTIAL FUNCTIONS

• Establishing positive guest relationships through the consistent delivery of excellent customer service
• Maintain complete knowledge of:
• How to operate the Mitel switchboard
• Hotel extensions and room numbers
• Use of the computer (Outlook, Microsoft Teams, Microsoft Word, Excel, HMS, OpenTable, HotSOS, Intelity, InfoGenesis) and any other system used to help enhance guest service
• Route all callers to requested guest or hotel personnel
• The basic knowledge of wines and liquor, beers, and non-alcoholic selections available in In-Room Dining
• Scheduled in-house group activities, locations, and times
• Maintain complete knowledge and strictly abide by state liquor regulations
• Accept and process all special guest requests for: transferring calls; do not disturb; conference calls; screening calls; confidential status; taking messages
• Create, update, and cancel reservations using OpenTable
• Generate, follow up, and close tickets in HotSOS
• Take In Room Dining Orders using InfoGenesis/ Intelity
• Able to handle emergency situations
• Maintain cleanliness, sanitation, and organization of the work areas always
• Display a friendly, courteous, and professional manner in all dealings with guests, patrons and other employees; use of luxury language
• Understand room status and room status tracking
• Work closely with the Concierge and Front Services staff to coordinate the efficient handling of guest luggage and follow up on guest requests
• Handle guest issues or concerns
• Handle a multitude of tasks
• Keep all support departments informed of necessary information or requests
• Recite hours of operation of all hotel facilities
• Understand tasks performed by a Guest Service Agent, Reservation Agent, Concierge, Front Service Supervisor, Front Service Attendant, and Housekeeper
• Handle hotel emergency procedures and situations with maturity and professionalism
• Perform tasks and projects as delegated by the Assistant Front Office Manager
• Use suggestive selling techniques to promote other hotel services
• Coordinate room status updates with the Housekeeping Department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, day-use rooms and no-show rooms
• Follow proper mail, package, and message handling procedures
• Read and initial the Daily Front Office Briefing minutes and bulletin board daily
• Be aware of daily activities and meetings taking place in the hotel
• Report any unusual occurrences or requests to the manager or designated manager
• Follow safety and emergency procedures; be aware of accident prevention policies
• Understand that business demands may require moving employees between shifts
• Work well with other departments since they all work hand in hand
• Cross-train in other areas of the hotel as needed to understand overall operations
• Be friendly, courteous, and professional in all dealings with guests, patrons and other employees
• Answer and direct all telephone calls with a smile; pleasant & courteous
• Provide information on hotel features and services
• Respond to all incoming calls within 2 rings
• Assist guests with long distance, credit card, collect calls, etc.
• Document all guest complaints or problems and follow through
• Assist in emergency situations (e.g., 911)
• Operate the Simplex Fire Control Panel
• Monitor pre-registered reservations and contact guests when rooms become available for check-in
• Use HotSOS to arrange luggage and amenities delivery to room prior to arrival
• Monitor expected departures and call guests if still in-house beyond expected departure time
• Prepare and send VIP reports
• Print Emergency Reports
• Print and distribute vacant room reports
• Review breakfast-inclusive reservations to ensure charges are accurate day prior to departure
• Reply to inquiries when possible and forward to designated departments
• Input Leaders Club membership applications
• Modify accounts with information obtained from registration cards
• Perform all other duties as may be required or assigned

Supervisory requirements

Reports To: Call Center Supervisor and Front Office Management

Education/Experience

• Previous experience in the hotel/travel industry preferred
• High school diploma or equivalent vocational training certificate, some college
• Any combination of education and experience which would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position

Licenses/Certifications

• None

Knowledge, Skills & Abilities

• Excellent communication and organization skills
• Ability to maintain confidentiality of guest information and pertinent hotel data
• Able to speak and understand Japanese
• Typing ability of 35 words per minute
• Ability to anticipate guest needs; respond promptly and acknowledge all guests
• Highly organized, detail-oriented and able to multi-task
• Maintain positive guest relations at all times
• Input and access information in the PMS, computers, telephone system, emails, and point of sale systems
• Ability to work any day of the week and all shifts as needed

Physical Demands

The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to transport up to 30 lbs
• Ability to sit/stand/walk for up to 8 hours during a shift
• Ability to stoop, bend, push, pull, and reach frequently
• Ability to endure various physical movements throughout the work areas

Work Environment

• Indoor, air-conditioned environment
• Outdoor, non-air-conditioned environment
• Exposure to variable temperatures and weather conditions
• Exposure to fumes, odors, dust, mites, and/or chemicals

Hotels and Resorts of Halekulani is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, disability, or any other protected class under federal, state, or local law.