A global tribe of individuals, partners and progressives, devoted to creating extraordinary experiences for our community throughout our proprietary brands – we are sbe. Visionaries at the forefront of hospitality, cuisine, design, residences and entertainment, our lifestyle moments are forged with highly-curated and passionate service. We are committed to authenticity, sophistication, mastery and innovation. Our stage is the world. Our time is now.
With this in mind, we foster a family environment built on values that describe our lifestyle, experiences and how we see the world. When you have a tribe such as ours and place it in and around the collection of accommodations, restaurants, nightlife, retail and gaming, you create a force that cannot be replicated by anyone else. We are an equal opportunity employer.
Job Purpose:
Under the guidance of the Director of Call Center, the Overnight Call Center Agent is responsible for answering all e-mail and telephone inquiries with regard to the room and information for the hotel as well as assistance with dining & nightlife reservations and hotel PBX services. The agent is to answer all inquiries in a professional, courteous and efficient manner and attempt to secure a guaranteed reservation whenever possible.
Duties & Functions:
Answer all phone calls promptly and in a courteous manner.
Answer all e-mail inquiries in a courteous and professional manner.
Be knowledgeable of current rates, marketing specials, resort operations and other information necessary to answer guest inquiries.
Be knowledgeable of sbe F&B and nightlife venues.
Know the layout of the hotel including all room types, suites and meeting rooms.
Have a complete working knowledge of the reservation functions in the hotel, dining & nightlife venues.
Be aware at all times of the selling status of the hotel, dining & nightlife venues.
Have a complete knowledge of our special rates and packages and know which benefits are included in each.
Secure all required information from the guest when making a reservation.
Understand and follow reservation policy pertaining to guarantees, cancellations and no-shows and communicate them clearly to each guest.
Follow up on any guest requests to ensure satisfaction in a friendly and professional 4-Key service style.
Process all advance deposits on future reservations and post each deposit to guest’s reservation.
Balance shift audit and run necessary reports daily.
Handle daily correspondence; respond to inquiries and make reservations as needed, maintain correspondence files, mail out brochures as requested.
Be aware of and adhere to the rules and regulation of the Call Center.
Assist with inputting weekend third party reservations such as internet and wholesale.
Assist in the handling of PBX calls in a courteous and professional manner
Perform daily office duties and any other projects assigned by managers.
Any other reasonable duties as assigned by the supervisor or manager.
We recognize we are in the hospitality industry and that may require us to provide lateral service. We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service.
ADDITIONAL RESPONSIBILITIES
Communicate effectively, both verbally and in writing, to provide clear information to the venue teams.
Communicate with employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.
Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.
SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
Attend mandatory meetings.
Participate in community events and ensure corporate social responsibility goals of sbe are met.
Utilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, and PowerPoint), Micros, ADP, Open Table and any departmental specific systems used.
Keep work area clean and organized.
Ensure confidential documents are kept in a secured area.
When disposing confidential documents that contain any personally identifiable information, they must be shredded or pulverized.
Complete other duties as assigned by the Department Head.
Ensure compliance with sbe’s policies and procedures.
OTHER DUTIES
Assimilate into sbe’s culture through understanding, supporting and participating in all sbe elements.
Demonstrate working knowledge of the service standards.
Regular attendance in conformance with the standards, which may be established by sbe from time to time, is essential to the successful performance of this position.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the property.
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
High School Diploma or equivalent required. Bachelor’s Degree preferred
Minimum one year experience in front desk or call center operations, and one year experience in direct sales or retail trade; OR, an equivalent combination of education and experience. Preferably in an upscale or lifestyle brand hotel
An intermediate to proficient understanding of Computer systems such as: Opera, Microsoft Word, Excel & Outlook is preferred
Enter and locate work related information using computers and/or point of sale systems
Ability to spend extended lengths of time viewing a computer screen
Possess a gracious, friendly, and fun demeanor
Ability to multitask, work in a fast-paced environment and have a high level attention to detail
Maintain positive and productive working relationships with other employees and departments
Ability to work independently and to partner with others to promote an environment of teamwork
Must be able to stand or walk a minimum eight-hour shift.
Must be able observant and quick to respond to various situations while also multitasking and handling stressful situations.
Ability to consistently work the overnight shift, available for weekends, holidays
Must be able to twist, tow (push or pull), reach, bend climb and carry objects as necessary.
Must have excellent communication skills and be able to read, write, speak and understand English.
SAFETY REQUIREMENTS
Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.
GROOMING/UNIFORMS
All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.
OTHER
Additional language ability preferred.
NOTICE
The hospitality business functions seven days a week. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.
Upon employment, all employees are required to fully comply with sbe rules and regulations for the safe and efficient operation of the facilities. Employees who violate restaurant rules and regulations will be subject to disciplinary action, up to and including termination of employment.
This document reflects the job content at the time of writing and will be subject to periodic change in the light of changing operational and environmental requirements. Such changes will be discussed with the jobholder and the job description amended accordingly.
Qualifications
Skills
Behaviors
Motivations
Education
Experience
Licenses & Certifications
To apply for this job please visit www.sbe.com.
