Emerald Connect Agent - Santa Monica, United States - Regent

Regent
Regent
Verified Company
Santa Monica, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

About Us:


Regent Santa Monica Beach—an IHG Hotels & Resorts (IHG) property—lands in Santa Monica in 2024 as the first destination in the Americas.

The resort will set a new standard for modern upper luxury.


Located steps from the famed Santa Monica Pier, the resort will celebrate the beauty of unexpected harmony through contrasts, delivering inspired stays through a blend of serenity and a touch of decadence.

The resort will feature sumptuous rooms and suites, along with a stunning beachfront pool deck, a destination spa, and a wellness center.

Additionally, Regent Santa Monica Beach will welcome guests for unforgettable epicurean experiences, including a restaurant concept created in collaboration with an acclaimed celebrity chef as well as a high-end artisanal marketplace.


Job Summary:


The Emerald Connect Agent will play a pivotal role in ensuring seamless communication services, maintaining the highest standards of guest satisfaction, and upholding the resort's reputation for excellence.


A little bit about your day:
Reporting to the Director of Guest Experience, every day is different, but you will mostly:

  • Promote Regent's service philosophy and style through our people attributes.
  • Maintain impeccable personal grooming standards to uphold the professional and property style of the resort.
  • Attend daily shift briefing meetings at the start of your shift.
  • Complete the Emerald Connect checklist during your shift and notify the department manager of any discrepancies or challenges.
  • Serve as the primary contact point for all telephone communications, both internal and external, demonstrating a warm, professional, and polished demeanor.
  • Operate the phone switchboard precisely directing calls to the appropriate departments, rooms, or individuals while maintaining high discretion and confidentiality.
  • Coordinate with other departments to ensure a harmonious flow of communication to achieve guest satisfaction.
  • Ensure personalized and anticipatory service for all guests. Attentively carry out guest preferences by following internal communication methods.
  • Enter all guest requests and complaints in the KYC system and follow up accordingly to ensure guest satisfaction. Notify the manager of any unresolved issues.
  • Accurately update the Opera and KYC system for guest messages, preferences, profile notes, traces, and alerts to ensure uptodate guest information.
  • Address guest inquiries, requests, and concerns proactively and positively.
  • Assist guests with information about local attractions, dining options, and other inquiries.
  • Be wellversed in emergency procedures, providing immediate and accurate information during critical situations and facilitating communication between guests and colleagues.
  • Maintain accurate logs of all incoming and outgoing calls, messages, and wakeup calls, ensuring a detailed and organized recordkeeping system, Maintain accurate records of food orders, payments, and guest details.
  • Abide by all department standards and resort's policies and procedures.
  • Receive food and beverage orders via phone, online, or accurately recording dietary restrictions, allergies, preferences and any special requests.
  • Be well versed in the menu offerings, including daily specials, and provide recommendations to guests.
  • Accurately enter orders into the Point of Sales System and transmit orders to the kitchen staff promptly.
  • Accept credit card, and other payment methods.
  • Provide guests with accurate receipts.
  • Communicate any special requests or dietary restrictions to the kitchen.
  • Suggest upselling opportunities, such as special promotions or addons.
  • Follow the resort's credit card handling procedures and security protocols.
  • Participate in training programs to enhance guest service skills.

What We need from you:


  • Previous experience as a PBX operator or in a similar role, within a luxury hotel is highly preferred.
  • Exceptional communication and interpersonal skills with a focus on delivering impeccable guest service.
  • Outstanding organizational abilities and skill for taking initiative, problemsolving, multitasking, and prioritizing.
  • Knowledge of computer systems such as Excel, Word, and POS.
  • Passionate about hospitality and providing an outstanding guest experience.
  • Handle multiple incoming calls
  • Alcohol awareness certification and/or food service permit or valid health/food handler card as required by local or state government agency.
  • Ability to sit for long periods.
  • Reading and writing abilities are utilized often when recording orders, completing paperwork, etc.
  • Frequently standing up and moving about the property.
  • Basic math skills are frequently used when recording and adding guest checks.
  • Frequently bending, stooping, and kneeling.
  • Be well versed in Opera to edit or enter amenity traces.
  • Flexible schedule, able to work evenings, weekends, and holidays.

What you can expect from us:
The hourly pay
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