PBX Agent

In helping you understand your role in working for a world class organization, the following is a list of your essential job responsibilities.  Please keep in mind that this list is not all inclusive and that you may be asked to perform other job tasks by your supervisors/managers not listed below in the constant quest to provide “out of this world” customer service experience for our guests: 

• 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. 
• A back of house role that is in front of a computer or on the phone supporting guest needs 
• 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. Coordinate effectively 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. 

What Qualities Are We Looking For?

You got skills?  If you are able to perform the following, then you have come to the right place…

• Work with others like a rock star, while constantly advocating for your guests.  
• Communicate clearly in verbal and written English. 
• Remain in a stationary position for extended periods of time. 
• Maintain a neat, clean and well-groomed appearance per hotel standards. 
• Adhere to hotel policies including but not limited to attendance, safety, behavior. 
• Provide 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.  

Background Must Have

• 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 
• Ability to clearly and pleasantly communicate in English with guests, management/co-workers, both in person and on the telephone 
• Proficient computer skills in MS Word, Excel and PowerPoint