Telecom Operator

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POST DATE 9/7/2016
END DATE 10/10/2016

Lakewood Regional Support Orlando, FL

Company
Lakewood Regional Support
Job Classification
Full Time
Company Ref #
hc.2E5F1654FD103552
AJE Ref #
576111025
Location
Orlando, FL
Experience
Entry Level (0 - 2 years)
Job Type
Regular
Education
High School Diploma or GED

JOB DESCRIPTION

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Essential Functions and Responsibilities Job Specific 90' Operates computer based console system with multiple telephone line capacity Answers phones in a polite, professional manner according to Loews standards Utilizes Property Management System for guest look up, verification, messaging, etc Answers guest inquires by clarifying desired information, researching, locating and providing accurate information Fulfills guest requests by clarifying needs, processing request via appropriate method (HotSOS, etc), and following up as needed on guest issues Receives, processes, and follows up on guest requests for banquets, engineering, housekeeping, laundry/valet, security, star service, or any other services and/or amenities Utilizes computer console and/or PMS to enter messages & guest requests, also relays messages to guests according to Star Service Standards Via Point of Sale, inputs and accepts all in-room dining orders; has thorough knowledge of daily specials as well as current menu items. Up-sells as appropriate based on Star Service Standards Accepts dining reservation requests for all food and beverage outlets utilizing electronic reservation system. Able to answer all questions in regards to restaurant atmosphere, dress codes (if applicable), cost, food & beverage menu items, etc Gives callers accurate and precise directions to several locations related to hotel property Knowledgeable of hotel services, amenities, and special events. Maintains directory of current activities, including but not limited to: character dining, recreation, spa, holiday events, and childrens camp. Transmits messages via computer and cellular telephone. Accepts and enters VIP wake up calls to Loews Standard. Performs personalized wakeup call functions, assists guests in entering character wakeup call requests Serves as communications hub during Emergency Procedures Maintains required logs, records and files to document department operations Keeps equipment operational by following established procedures and reporting malfunctions Other duties as assigned General 10' 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 Loews Hotels 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 Loews Hotels standards, policies and rules Recycles whenever possible Remains current with Loews Hotels information and changes Complies with Loews Hotels uniform and grooming guidelines Specific Job Knowledge, Skills, and Abilities 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: Required: Excellent Communication Skills oral & written Effusive personality with stellar customer service skills Able to work a flexible schedule, including weekends and holidays Ability to operate computers and basic office equipment Preferred: Previous call center experience is preferred but not required Qualification Standards Education: High School Diploma or Equivalent Experience: Previous call center experience preferred Licenses or Certificates: N/A Physical Requirements The physical demands, mental effort and work environment described here are representative of those that must be met by a team member to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Activity: Frequency: N/A Less than 1/3 (Occasionally) 1/3 to 2/3 (Frequently) More than 2/3 (Regularly) Sitting 0 0 0 1 Walking 0 1 0 0 Standing 0 1 0 0 Bending 1 0 0 0 Squatting 1 0 0 0