Night PABX AGENT

JOB SUMMARY

This position reports to the Club Level Manager and works in PABX by answering and processing all calls received through the PBX station in accordance with established standards. Practice warm hospitality and telephone courtesy at all times. Agent is responsible for answering calls in order, recording the guest request and then pursuing the issue to a resolution. When in communication with the guest, the agent must be proactive in every area including offering additional services. Most importantly the agent must coordinate the response to the guest issue and then follow up with the guest to ensure satisfaction with the result.

RESPONSIBILITIES

The primary responsibilities of the role include:

PABX

Maintain complete knowledge of:

• All hotel features/services, hours of operations

• All hotel restaurant food concepts, menu price range,

• dress code and ambiance

• All hotel room types, numbers/names, layout appointments,

• Amenities and locations.

• Knowledge of the surrounding area, service/hours of operation.

• Scheduled daily group activities, names and locations of meeting / banquet rooms.

• Driving directions to the property from all points of direction.

• Maintain complete knowledge and comply with all hotel and departmental policies and procedures.

• Meet with Supervisor / manager to review daily assignments and priorities.

• Access all functions of computer systems according to established procedures and standards.

• Set up workstations with necessary supplies; maintain cleanliness throughout shift.

• Answer telephone within 3rings, using correct salutations and telephone etiquette.

• Promote positive guest relations to all individuals calling the PBX department.

• Accommodate all guest requests expediently and courteously.

• Follow up with designated hotel personnel to ensure completion of request.

• Advice guest of any messages, mail, faxes, etc, received for them.

• Communicate services and amenities offered within the hotel

• Collect guest preferences for all guests.

• Knowledge of VIP and Repeat Guest and services required.

• Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.

• Document all guest requests, complaints or problems immediately and notify designated department/personnel

For resolving the situation, follow up within 10 minutes to ensure completion and guest satisfaction.

• Take, record, and relay messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals.

• Offer detailed information on the voice mail system to callers and guest wishing to leave a message.

• Accept and record wake-up call requests

• Deliver wake-up calls in a professional and timely manner.

• Communicate guest information to designated departments / personnel (i.e. special requests, amenity etc)

• Assist all departments/executives in obtaining appropriate information regarding telephone system, transferring to guest and employee voice mail.

• Legibly document information in the logbook.

• Successful completion of the training/certification process.

• Perform any task assigned by any manager or supervisor.

• Route callers to requested guest or hotel personnel/ department.

• Verify the name of registered guest before transferring the caller to the room.

• Place calls on hold only after agreement from caller.

• Monitor busy lines; check back with caller on hold to update status and offer to take a message.

• Monitor unanswered calls, return to caller after 4 rings to update status and offer to take message

• Take record and relay messages accurately, completely and legibly. Offer and connect callers to voice mail when appropriate.

• Distribute hotel personnel/department messages to designated location.

• Printed guest messages should be immediately delivered to concierge for delivery to guest.

• Provide callers with accurate information on hotel facilities and services.

• Accept and process all guest request for:

• Screening calls

• Do not disturb

• Call forwarding

• Conference calls

• Non-registered guest

Leadership

• Enliven & practice the Ritz-Carlton Philosophy & Gold Standards all the time.

• Adhere to grooming standards all the time.

• 100% compliance with the hotel procedures and policies

• Observe perfect telephone etiquette

Training

• Pro-actively participate and assist the 15 minute daily departmental line-ups

• Drive the PABX Brand Standards and appropriate engagement and communication with guests and colleagues

• Attend all the mandatory training

Communication

• Ensure feed back, challenges are logged & communicated to own department head as well as the relevant department head.

• Maintain confidentiality of all guest information

• Promptly, accurately and consistently report all guest incidents and how they were solved

• Attend designated meetings

• Act as the point of contact for other departments during the shift for all PBAX related issues

• Ensure and emphasize prompt solutions and reporting of any guest incidents during the shift. Ensure the that the challenge is escalated to Manager if need to be and ensure that all such incidents are discussed in the next line-up and in departmental meeting

Other

• Perform all tasks as detailed in daily task list

• Maintain cleanliness and tidiness of work area of all times

• Provide lateral services to other department whenever necessary

PROFILE

Experience

• Two years previous experience in hospitality industry

• Possess a good command of the English language and the ability to clearly and pleasantly communicate with guests and employees both in person and by telephone.

• Ability to provide legible communication.

• Ability to multitask.

• Knowledge of computers.

• Ability to manage a heavy flow of telephone traffic

• Ability to sit for extended period of time.

Desirable

• A college education or training in the hospitality industry.

• Previous experience as PBX agent or equivalent position in a luxury market.

• Fluency in a second language, preferably Arabic

• Knowledge of telephone system.

Education

• High School Diploma or equivalent required

Required Skills

• Ability to input and access data in a computer.

• Ability to focus attention on guest needs, remaining calm and courteous.

• Ability to understand guest inquiries and provide responses.

• Ability to work under pressure

• Ability to promote positive relations with all individuals in person and by telephone.

• Ability to think clearly, quickly, maintains concentration and makes concise decisions.

• Ability to prioritize, organize and follow up.

• Ability to focus attention on details.

• Ability to maintain confidentiality of all guest information and pertinent hotel data.

• Ability to ensure security of guest room access.

• Ability to work well under the pressure of co- coordinating may requests and phone calls at any given time.

• Ability to remain stationary at an assigned post for an extended period of time.

• Ability to perform a job functions with minimal supervision.

• Ability to work cohesively with other department and co-workers as part of a team.

• Ability to be flexible as the job changes.

• Ability to analyze and resolve problems exercising good judgment.

• Ability to work flexible hours, including weekends, holidays and evenings if necessary.

• Must have a professional image and personality exuding confidence and leadership skills.

• Must be able to multitask.

• Be an ambassador to The Ritz-Carlton Hotel Company at all times, in and outside of ones workplace.