Rescomm Agent Signing Bonus

Rescomm Agent Signing Bonus

Requirements

• High school education or equivalent experience.
• Preferred experience in a luxury hotel in Front Office, Concierge or Reservations.
• Knowledge of Napa Valley and surrounding areas, highly desirable, however not required.
• Ability to remain calm during challenging situations.
• Must be flexible with schedule – Able to work weekdays, weekends, holidays, evening/overnight shifts.
• Ability to multi-task in a high volume and demanding environment.
• Strong problem solving skills, ability to handle difficult situations and guests.
• Strong computer skills.
• Reading, writing and oral proficiency in the English language.
• Strong communication and interpersonal skills that is friendly and helpful in disposition.

Responsibilities

• Answers phone inquiries in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions.
• Perform Guest Recognition Duties ensuring that all departments have the information they need, preparing them for every arriving guest. Conduct Pre-Arrival review of all incoming guests using Golden and Opera. Action global and local essentials and traces to notify relevant department. Submit ticket to merge any duplicate profiles. Check for same day arrivals throughout shift.
• Process group turnover; making new group, creating group codes and processing rooming lists within 48 hours of receipt. Communicate with group contacts for rooming lists, pickup and/or attrition.
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries such as with high-speed Internet service, telephone and facsimile services, hotel services, hours of operations, key hotel personnel, in-house events, directions, local area etc.
• Utilizes and ensures proper working condition of the telephone switchboard, guest room telephones and facsimile machines. Performs installation and repairs of telephone and facsimile.
• Run daily reports for department, operational departments, Sales & Marketing. Check for special requests and hard blocking rooms as needed. Inform manager of any Special Attention or VIP guests and assist GRS in obtaining arrival times.
• Accepts and delivers wake-up calls, messages and facsimiles in a timely manner.
• Contact guests or travel planners to clarify any discrepancies in preferences or requests before guests’ arrival.
• Utilizes a variety of computer systems daily to run daily reports and communicate with internal personnel and departments such as HotSOS, Opera, StayComms, Avaya. Chat guests via messenger application and utilize Four Seasons guest recognition program.
• Process new reservations, updating and cleaning up reservations, processing deposits, answering reservations inbox emails, assisting with GRS or GRC Related tasks, processing reports (No Shows, ORS Comments, Commission, etc.) and other reservation related duties as assigned.
• Assists in booking and taking requests for reservations for Restaurant, Spa and Kids for all Seasons.
• Monitors and responds to hotel fire control panel and emergency and safety situations in an efficient and professional manner.
• Work harmoniously and professionally with co-workers and supervisors.

Preferred Qualifications

• Preferred experience in a luxury hotel in Front Office, Concierge or Reservations.
• Knowledge of Napa Valley and surrounding areas, highly desirable, however not required.