Job description
Job Description Summary
Answer incoming phone calls primarily from external callers in a timely and professional manner that reflects highly on the hotel and brand.
Job Description
ESSENTIAL DUTIES AND RESPONSIBILITIES
Answer calls within prescribed time frame, respond to caller in a professional manner and according to established scripts and standards, and promptly route call to its destination.
Provide callers with local directions and general information regarding restaurants, transportation, entertainment in a courteous and accurate manner.
Act as central communications point during emergency/crisis situations.
Follow emergency, safety and security procedures including calling local fire, police, poison control, etc. for assistance.
Respond to in-house guest concerns or complaints in a timely manner.
Make appropriate service recovery gestures according to established guidelines.
Notify management of any malfunctioning telephone equipment or accessories.
May operate in-house paging system as well as serve as base communications with security and maintenance departments.
Promote team work and quality service through daily communications and coordination with other departments.
Be aware and prepare for all in-house group meetings and VIP arrivals.
May provide wake-up calls to guest rooms if there is an automated phone system function.
Transcribe messages correctly and verify accuracy.
Input and retrieve messages from the computer as requested.
Read and verbally recite exact messages for guests.
Adhere and comply to Sonesta Attendance policy and standards of conducts.
Perform any other job-related duties as assigned.
Maintain proper operation of the PBX console and ensure that all hotel standards are met.
Maintain a clean work area at all times
Additional Job Description
Requires sitting in a confined space for long periods of time to continuously perform essential functions.
Must be professional.
Ability to communicate, both verbally and written, effectively with guests, vendors and co-workers.
Must read, write and speak the English language fluently.
Strong Microsoft Office skills.
Benefits
Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:
- Medical, Dental and Vision Insurance
- Health Savings Account with Company Match
- 401(k) Retirement Plan with Company Match
- Paid Vacation and Sick Days
- Sonesta Hotel Discounts
- Educational Assistance
- Paid Parental Leave
- Company Paid Life Insurance
- Company Paid Short Term and Long Term Disability Insurance
- Various Employee Perks and Discounts
Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.
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