Part-Time Ideal Services Agent

				Overview:

The Ideal Services Agent is providing five diamond customer service to a wide variety of callers. As the main communication center of the hotel, Ideal Services fields a high volume of calls from both internal and external customers, responding to a diverse array of questions and requests.

Responsibilities:

* Following the "Moments of Service" guidelines when answering all calls.
* Utilize all functions of telephone and electronic record keeping systems according to established procedures and standards.
* Document and efficiently respond to calls.
* Ensure that all pertinent information is documented appropriately in our dispatch/guest history logs. Regularly review accuracy of all guest requests for accuracy and follow-up.
* Ensure that the telephone switchboards are attended at all times and that sufficient staffing is present to meet the daily business demands.
* Monitor, log and message all guest fax and packages.
* Coordinate emergency procedures as specified in hotel emergency manual.
* Coordinate telephone system failure procedures.
* Maintain confidentiality of all guest information.
* Foster and promote a cooperative working climate, maximizing productivity, and employee morale.
* Answer incoming telephone calls to the hotel efficiently and courteously.
* Direct phone calls and messages to appropriate personnel or guest.
* Assist all guests and employees.
* Initiating Omni prompt responses help line by logging information regarding problems/situations which require prompt attention and relaying to appropriate personnel.
* Recording and making Wake up calls.
* Receiving and sending facsimile messages as needed, as well as operating switchboard and two-way radio.  

Qualifications:

* A minimum of 1 year experience 
* Ability to clearly and pleasantly communicate in English with guest and co-workers in person, via telephone, and in writing
* Ability to type a minimum of 30 words per minute
* Ability to operate Microsoft Outlook, Excel and Word
* Ability to perform basic mathematical computations
* Ability to remain in a stationary position for up to 8 hours
* Ability to work cohesively with other departments as part of a team
* Ability to multitask, effectively handing a high volume of requests simultaneously.
* Previous customer service experience preferred
			

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Omni Hotels Management Corporation

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