Call Center Agent - Hotel Polaris

Hotel Polaris at US Airforce Academy • Colorado Springs, CO

3d • $18 • Onsite

About The Position

Are you ready to help shape the future of travel and hospitality at the new Hotel Polaris at the U.S. Air Force Academy? Hotel Polaris is seeking an exceptional Call Center Agent to join our team and play a vital role in shaping the success of Hotel Polaris, an instant icon on the hospitality landscape of Colorado Springs. Your efforts significantly influence the unique and distinctive experiences we seek to deliver to our guests and team members alike. We're looking for someone who wants to be a part of something bigger and shares our passion for creating unforgettable guest experiences, nurturing a vibrant company culture, and building strong connections with our communities.

Requirements

• High school diploma or equivalent.
• One (1) or more years of experience in the Hospitality Industry; preferably in Front Office, PBX/Rooms Division.
• Ability to communicate, both verbally and written, effectively with guests, vendors, and co-workers.
• Strong verbal and written communication skills.
• Ability to work a flexible schedule that may include evenings, weekends and holidays.

Nice To Haves

• Completion of College Level courses with concentration in Business or Hospitality is strongly desirable.
• Experience at a comparable AAA Four Diamond/Four Star hotel and/or resort is highly desired.
• Fluent in multiple languages is highly preferred.

Responsibilities

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Answer phone system using a positive and articulate voice.
• Respond to all incoming telephone calls within 3 rings, using proper salutation and closing.
• Route callers to requested guest or hotel department.
• Assist guests with concierge services such as: restaurant reservations and recommendations, driving directions, transportation needs, and other requests as needed using ALICE and Open Table systems.
• Must be able to answer all calls, internally or externally, relating to Front Desk inquiries.
• Take all in house calls and enter into HotSOS for dispatch to appropriate department.
• Follow up on all calls to ensure guest satisfaction.
• Assist guests with billing issues and make necessary adjustments.
• Maintain complete knowledge of correct maintenance and use of equipment; use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Document all guest requests, opportunities or challenges in Opera; resolving those opportunities that you feel comfortable doing so, to ensure guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of: All hotel features/services, hours of operation. All room types, numbers, layout, decor, appointments and location. All room rates, special packages and promotions. Daily house count and expected arrivals/departures. Room availability status for any given day. Scheduled in-house group activities, locations and times. All hotel and departmental policies and procedures.
• Access all functions of the computer system.
• Record wake-up calls into Opera system.
• Make wake-up calls logged in the Opera system.
• Create package cards for all reservations that include credits for incidental charges and alert the reservations.
• Provide callers with accurate information on hotel facilities and services.
• Input all guest opportunities and challenges regarding Housekeeping or Engineering in HotSOS, resolve immediately and notify designated department as needed.
• Follow up with guest’s opportunities and challenges regarding Housekeeping or Engineering to ensure completion and guest satisfaction.
• Manage and respond to emergency system, in a calm and professional demeanor and notify security of situation.
• Complete daily checklist and provide any pass-on information to next shift.
• Complete any assignments from managers in timely manner.
• Set up work station with necessary supplies and resource materials.
• Secure headset to console and log onto systems.
• Monitor telephone system problems and maintain log as needed.

Benefits

• Group medical, dental, vision, life, and disability benefits.
• Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement.
• Colorado Family and Medical Leave Insurance Program (FAMLI).
• An employee assistance program.
• Paid time off/sick time.
• Participation in a 401(k) plan with a company match.
• Complimentary team member meals.
• Complimentary room nights at CoralTree Hospitality managed properties.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED