Job Details

Requisition Number 17-0598
Title Agent - Call Center
Employment Type Full Time
Company 1 Hotel South Beach
City Miami Beach
State FL
Description Position Purpose:
Answer hotel telephone and directs calls appropriate extension or room. Clearly communicate with guests regarding hotel information and emergencies. Contacts hotel executives and city services in cases of emergency.

EXAMPLE OF DUTIES:
ESSENTIAL FUNCTIONS
• Answers calls originating from external and internal sources. Directs caller to appropriate extension or room. Verifies last name of guest for all room calls. Assists guests with directions or other requests. Directs hotel staff to assist guests, upon request. Communicates to callers in a clear and concise manner. Inputs/writes messages using proper grammar and spelling. Verifies names and telephone numbers.
• Properly handles all incoming urgent matters or emergencies for the guests and hotel. Works with hotel management and/or security in order to calmly direct appropriate action. Appropriately documents all emergencies.
• Greets callers with a friendly and sincere welcome. Uses a positive and clear speaking voice, listen to and understand requests, responds with appropriate action and provides accurate information such on outlet hours, special VIP programs, events, etc.
• Promptly answers the telephone and web inquiries. Inputs messages into the computer and tells other associates of special guest needs. Retrieves messages and communicates the content to the guest.
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy resort activity. Plans and implements detailed steps by using experienced judgment and discretion.

Other
Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the resort.
Regular attendance in conformance with the standards, which may be established by 1 Hotel South Beach from time to time, is essential to the successful performance of this position.

Due to the industry that we are in a need will occur for each associate to provide “Lateral Service”. Our goal is to ensure that we are maximizing customer satisfaction and as a result there will be times when our associates in Operations will call upon us for support in order to ensure customer satisfaction occurs.

When we are fortunate enough for this to occur, each associate will positively respond unless there is a chance that an opportunity resulting in dissatisfying a guest could occur. If this is the case the leader is to be notified and the level of support that is being requested will be obtained Assimilate into 1 Hotel South Beach Culture Standards through understanding, supporting and participating in all elements of our Trump Cornerstones. Demonstrate working knowledge of the service standards.

SUPPORTIVE FUNCTIONS:
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Attempts to communicate with guest in guest's native language.
• Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Summons team members to escort guests to/from their rooms as appropriate.
• Operates various office machines.
• Operate facsimile to send and receive transmissions for guests. Notify guests of receipts using computer system.
• Call for repair and technical support of all computer based PBX equipment.

PHYSICAL REQUIREMENTS:
Frequency Key: Never – 0 hours; Rare – up to 1 hour; Occasional – 1-3 hours; Frequent – 3-6 Hours; Constant – 6-8 hours

Physical Activity Frequency
Sitting Constant
Walking, standing Occasional
Crouching/Bending/Stooping Occasional
Pushing/Pulling Occasional
Stooping Occasional
Lifting and carrying Occasional up to 20 pounds.
Reaching Constant
Grasping Constant
Talking Constant
Hearing Constant
Near Vision Constant
Far Vision Constant
Smell Rare
Travel Rare


OTHER DUTIES:
Assimilate into 1 Hotel South Beach Cultural Foundation through understanding, supporting and participating in all elements of the Trump Cornerstones. Demonstrate working knowledge of the cultural standards.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY:
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflict.
• Ability to prioritize and organize workload to ensure deadlines are met.
• Ability to read, speak, and listen to comprehend the English language in order to communicate effectively to employees, understand reports and related correspondence and accurately perform all essential job functions.
• Ability to access and accurately input information using a moderately complex computer system.
QUALIFICATION STANDARDS
EDUCATION
High school graduate or equivalent required. Some college preferred.

EXPERIENCE
One to two years of prior guest service experience is preferred. Prior luxury hospitality experience, and previous PBX experience preferred. Ability to speak multiple languages is desirable.

GROOMING
All associates must maintain a neat, clean and well-groomed appearance (specific standards available).

ABOUT 1 HOTELS

As a luxury lifestyle hotel brand inspired by nature, 1 Hotels cultivates the best of eco-conscious design and sustainable architecture, together with extraordinary comfort and an unrivaled level of service. 1 Hotels launched in 2015 with the opening of exclusive property in Miami’s South Beach. All 1 Hotels properties are inspired by a simple idea: those that travel the world also care about it. 1 Hotels upholds this vision by channeling nature through design and culinary partnerships, while connecting with the local community and taking sustainable steps to make a big difference. Additional information can be found at www.1hotels.com.

Some benefits of working with us - Our culture is caring and thoughtful, and we deliver good-natured and informed service, perfectly executed to evoke a sense of fulfillment and well-being. As a part of our team, you can look forward to activities that drive your passion for nature such as:

• Work life balance: Paid Time Off, Holidays (Earth Day is a holiday)
• Annual 8 hours paid to volunteer & hotel organized volunteer opportunities
• Competitive healthcare benefits & delicious,
• Meals - which are free
• 401(k)/retirement savings plan
• Career advancement, in-house training, education assistance.

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