Go Agent-Yes Agent

Responsibilities

• Respond to incoming calls within 3 rings, utilizing a toggle system for calls when necessary.
• Maintain the Virgin “Tone of Voice” while answering all phone calls, upholding the culture & level of standards set forth by the management team.
• Maintain complete knowledge of the following at all times:
  • Hotel features/services, hours of operation.
  • All room types, numbers, layout, décor, appointments & location.
  • All room rates, special packages and promotions.
  • Daily house count and expected arrivals/departures.
  • Room availability status for any given day.
  • Scheduled daily group activities.
• Learn and retain room service menu knowledge for efficient room service order taking.
• Enthusiastically describe details of food dishes and beverages available in all F&B outlets.
• Use excellent communication skills with guests & staff including verbal, written and body language.
• Maintain a clean, hygienic and organized work environment.
• Communicate timely and in a responsive manner via Voxer, EAM, HMS, Guestware , GoConcierge , depending on request and corresponding department.
• Communicate timely and in a responsive manner via digital device.
• Ensure all guests questions & requests are completed & followed up on while executing fabulous guest service.
• Cook up effective coordination with other departments to successfully carry out requests.
• Manage The Know program to ensure guest profile information is relevant and it is being utilized to dazzle our guests during their stay.
• Be creative and think outside the box to create memorable experiences for our guests.
• Handle guest complaints in a thorough manner working closely with other departments to ensure our guests leave feeling better.
• Take, record and relay messages accurately, completely and legibly.
• Complete all items on the shift checklist.
• Adhere to security procedures to ensure our guest’s safety.
• Maintain knowledge of local attractions and activities to recommend for guest inquires.
• Provide accurate directions to guests on inquires of transportation.
• Work well on a team and independently while being accountable for work performed and maintaining positive relationships with all hotel departments.
• Highly organized, anticipating needs and over delivering wherever possible.

Qualifications

• Current, legal and unrestricted ability to work in the United States.
• Ability to compute accurate mathematical calculations.
• High school or equivalent education required.
• Current, legal and unrestricted ability to work in the United States.
• Clear and pleasant telephone communications to all callers.
• Ascertain caller’s needs and dispatch necessary information to ensure caller satisfaction.
• Multitask while remaining level headed and delegating tasks as necessary to ensure completion.