Call Center - Call Center Agent

Halekulani, 2199 Kalia Road, Honolulu, Hawaii, United States of America

LEGACY is a core value that Halekulani lives by to celebrate our cultural history. For over 100 years, the hotel has welcomed visitors to Waikiki Beach, sharing our gracious hospitality, impeccable service, and unparalleled cuisine. Halekulani and Halepuna Waikiki employees live the legacy through the "art of service."

The Call Center Agent represents the hotel to the guest through voice contact over the phone. The guest may call the Call Center Agent with questions about any service needed, such as extra pillow, making the room, engineering issues, luggage pickup, car retrieval, Front Desk questions, Spa requests, dining reservations including In Room Dining Orders, lounge entertainment schedule, shuttle service to the airport, or other services or activities on the property.

The Call Center Agent handles incoming calls to the hotel from outside, internal calls between rooms or departments, and calls from or to guests. The agent must be responsible, organized, and fast-thinking, routing calls to the correct location without hassle and ensuring that connections are maintained.

As an integral part of a team, the Call Center Agent is responsible for continuously looking for ways to improve each guest’s experience through exceptional service and effortless communication across all hotel departments.

The Call Center Agent should be sales-minded. A guest new to the property may not know what is available, while a returning guest may not know about new services or options. It is the agent’s responsibility to inform guests about the hotel’s rooms and services, presenting options and alternatives to assist in decision-making. Hard sales techniques are not required; rather, offer options and help in making choices.

Agents should know the location and types of available rooms as well as the activities and services of the property. As part of the registration process, highlight special promotions or events of restaurants, lounges, gift shops or other outlets.

ESSENTIAL FUNCTIONS

• Establishing positive guest relationships through the consistent delivery of excellent customer service
• Maintain complete knowledge of:
• How to operate the Mitel switchboard
• Hotel extensions and room numbers
• Use of the computer (Outlook, Microsoft Teams, Microsoft Word, Excel, HMS, Open Table, HotSOS, Intelity, Info Genesis) and any other system used to help enhance guest service
• Route all callers to requested guest or hotel personnel
• The basic knowledge of wines and liquor, beers, and non-alcoholic selections available in In-Room Dining
• Scheduled in-house group activities, locations, and times
• Maintain complete knowledge and strictly abide by state liquor regulations
• Accept and process all special guest requests for: transferring calls; do not disturb; conference calls; screening calls; confidential status; taking messages
• Create, update, and cancel reservations using Open Table
• Generate, follow up, and close tickets in HotSOS
• Take In Room Dining Orders using Info Genesis/ Intelity
• Able to handle emergency situations
• Maintain cleanliness, sanitation, and organization of the work areas always
• Display a friendly, courteous, and professional manner in all dealings with guests, patrons and other employees; use of luxury language
• Understand room status and room status tracking
• Work closely with the Concierge and Front Services staff to coordinate the efficient handling of guest luggage and follow up on guest requests
• Handle guest issues or concerns
• Handle a multitude of tasks
• Keep all support departments informed of necessary information or requests
• Recite hours of operation of all hotel facilities
• Understand tasks performed by a Guest Service Agent, Reservation Agent, Concierge, Front Service Supervisor, Front Service Attendant, and Housekeeper
• Handle hotel emergency procedures and situations with maturity and professionalism
• Perform tasks and projects as delegated by the Assistant Front Office Manager
• Use suggestive selling techniques to promote other hotel services
• Coordinate room status updates with the Housekeeping Department by notifying housekeeping of all check-outs, late…