Star Service Agent (Part Time)

Situated in the epicenter of Midtown, Loews Atlanta Hotel is walking distance to some of the best attractions in the city. Welcome to Atlanta's Most Vibrant Neighborhood. With spectacular views, beautiful rooms and an ideal location - this property is a modern-age Southern charmer.

Responsibilities include performing the following functions: answering incoming/in-house phone lines, directing calls and/or taking messages, coordinating communication among hotel personnel, assisting guests in completing outside calls, receiving and performing wake-up calls for guests, maintaining records and/or files of all communication and activities.

Job Specific

• Follows New Hire Training and ongoing Star Service Competency programs in accordance with Loews policy

• Operates multi-line equipment

• Answers phones in a polite friendly, polite and professional manner using a cheerful and pleasant voice and follows all Loews Standards.

• Have intense working knowledge of Hotel Property Management System, Hotel dispatch software, Microsoft Office and any other necessary technology tools.

• Uses computer to verify identity/room number of guest being called

• Directs calls to appropriate extension

• Assist guest with Engineering, Valet, Front Desk, Security, Bell Desk and Housekeeping requests without transfer.

• Records messages/guest requests on appropriate computer screen, forwards messages/requests to respective individuals or departments

• Provides accurate directions to hotel from major inbound locations

• Answers questions regarding hotel functions and facilities

• Maintain knowledge about all Hotel and area's, events and activities.

• Receives, processes wake-up calls, and guest requests

• Handles guest complaints to completion, unless escalation is necessary

• Assists with all Front Desk related calls

• Performs room moves in coordination with Bell Staff

• Transmits messages via computer and facsimile machine

• Serves as communication hub during Emergency Procedures

General

• Promotes and applies teamwork skills at all times

• Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance

• Is polite, friendly, and helpful to guests, management and fellow employees

• Executes emergency procedures in accordance with hotel standards

• Complies with required safety regulations and procedures

• Attends appropriate hotel meetings and training sessions

• Maintains cleanliness and excellent condition of equipment and work area

• Complies with hotel standards, policies and rules

• Recycles whenever possible

• Remains current with hotel information and changes

• Complies with hotel uniform and grooming standards

• Demonstrates regular and reliable attendance

• Perform other duties as assigned

Qualifications

• Excellent telephone, radio dispatch and guest service skills

• Ability to handle multiple lines while maintaining efficient operation

• Ability to operate basic office equipment

• Computer skill required included but not limited to Microsoft Windows, Office.

• Ability to work a flexible schedule to include weekends and holidays

• Education: High School diploma or equivalent

• Experience: One year of experience as a Telecommunications, customer service coordinator or Front Desk Agent in a high-volume hospitality environment, or equivalent hospitality experience