AYS AGENT PM

OVERALL RESPONSIBILITIES:

• To ensure friendly, hospitable and efficient service to guest on the telephone and in the AYS area at all times in all applicable languages.  Be able to understand and satisfy all guest requests.  Be able to handle messages, faxes, packages and computer services professionally and to guest’s satisfaction.

• Be informed about daily operations. Be able to explain details over the telephone and be able to explain all equipment available to the guest in a professional, friendly manner.

QUALIFICATIONS/PRE-REQUISITES:

• Guest-focused personality
• Ability to meet the standards of appearance
• Self-controlled disposition
• Honesty and integrity
• Upbeat, positive attitude
• Pleasant and appealing tone over the telephone
• Ability to work within a team
• Display hospitality skills
• Computer competency
• Knowledgeable about telephone equipment, computer equipment, fax machine, and copy machine

JOB REQUIREMENTS:

• Program wake-up calls in the system and use accurate rooming list for group wake-up calls
• Be familiar with Standard Operating Procedures
• Be familiar with all emergency procedures and the fire system
• Carry out all reasonable requests by management

PRIMARY DAILY JOB FUNCTIONS:

• Answer all incoming calls within two rings
• Answer the phone with the agreed speech
• Use the customer’s name whenever possible
• Before transferring a call, explain to the guest that you will transfer to the requested person, department, etc.
• Use appropriate farewell greeting
• Prepare wake-up list accurately. The list has to contain the name, room number, wake-up time and language
• Make room reservations as calls are received
• Build group blocks
• Accommodate the Sales Department in updates, corrections, and changes in group block as needed
• Keep office clean at all times and make sure that enough supplies are available
• Update the visual board daily and be informed about memos and daily operation
• Update and maintain Guestware
• Inform your supervisor of complaints and other challenges
• Wear proper and clean uniforms at all times
• Perform all above listed tasks in a timely manner
• Attend departmental meetings
• Other duties as assigned

PHYSICAL REQUIREMENTS):

• Be able to stay sit for up to 8 hours
• Lift and/or move 10 pounds 5% of the time
• Lift and/or move 30 pounds 5% of the time

EQUIPMENT USED:

• Telephone Switchboard Console
• Computer
• Fax Machine

EDUCATION REQUIRED:

• High School Diploma or equivalent