Job Details
Job Location
The Colony Palm Beach - Palm Beach, FL
Description
Since 1947, The Colony Palm Beach has been the center of Palm Beach social life hosting U.S. Presidents, European Royalty and welcoming travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from world-famous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean.
For more information visit http://thecolonypalmbeach.com
The Colony Palm Beach is an Equal Opportunity Employer and a Drug Free Work Place.
Job Overview: Answers both internal and external phone calls, emails and Zingles and provides information about the hotel, amenities, nearby venues and businesses to the guests. Coordinates all guest requests for special arrangements or services, courteously and efficiently. Anticipate guests needs and provides a unique, personalized experience based on guest preferences.
Qualifications
STANDARD SPECIFICATIONS:
Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently.
Qualifications:
Essential:

1. High School Diploma or equivalent.
2. Previous guest service or hospitality experience, preferably in a luxury hotel/resort.
3. Thorough knowledge of hotel services and amenities.
4. Availability to work holidays, weekends and periods of high demand.
5. Aptitude in resolving issues with a customer- focused orientation.
6. Basic knowledge of the island of Palm Beach and West Palm Beach and ability to recommended experience that fit any demographics.
7. Computer Skills - Proficient with Microsoft Office Suite or related software.
8. Proficient with a hotel PMS and Switchboard PBX.
9. Oral Comprehension - demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
10. Reading Comprehension - demonstrates understanding of written sentences and paragraphs in work-related documents.
11. Writing - communicates effectively in writing as appropriate for the needs of the audience.
12. Excellent guests service skills.
13. Excellent telephone etiquette skills.
14. Ability to operate Resy for reservations and confirmation calls.
15. Ability to operate Hotel's PBX system and manage heavy volume of phone calls.
16. Ability to focus attention on guest needs, remaining calm and courteous at all times.
17. Excellent attention to detail.
18. Previous data entry experience.

Desirable:

1. Previous switchboard operator experience.
2. Previous five-star guest service training.
3. Fluent in a secondary language.

Skills:
Essential:

1. Ability to enforce hotel's standards, policies and procedures with Bell/Valet staff.
2. Ability to multitask, prioritize and organize work assignments as necessary to meet customer needs.
3. Ability to be a clear thinker in pressure situations and exercise good judgments.
4. Ability to work well under pressure.
5. Excellent communications skills.
6. Ability to maintain high ethical standards and professionalism.
7. Ability to focus on time sensitive guest requests and tasks.
8. Ability to understand guest inquiries and provide responses.
9. Ability to focus attention on guests' needs.
10. Ability to work with minimal supervision.
11. Ability to ensure security and confidentiality of guest and employee information and materials.
12. Ability to work cohesively with other departments and co-workers as part of a team.

Physical Requirements:

1. Prolonged periods of sitting.
2. Ability to remain stationary at assigned post for extended periods of time.
3. Continuous movement throughout hotel.
4. Able to grasp, lift and/or carry, push, pull, or otherwise, move goods weighing a maximum of 30 lbs.

ESSENTIAL JOB FUNCTIONS:

1. Consistently offer professional, courteous and engaging service. Understand guest needs and preferences and provide them with personalized solutions by suggesting activities and facilities or venues.
2. Maintain positive ongoing relationships with guests and vendors, represent the company with an ageless, energetic and elegant presence.
3. Complete pre-arrival calls to provide information about the hotel and amenities, welcome guests, as well as confirm reservations.
4. Ensure that all calls are responded to within 3 rings and using correct greeting and telephone etiquette.
5. Complete follow-up calls to guest after arrival to their room and offer assistance.
6. Respond to Zingles promptly, follow up to ensure completion of guest requests.
7. Provide accurate and thorough information about the hotel's accommodations, packages, promotions, services, and amenities.
8. Assist guests with planning and booking hotel, restaurant, package, excursion, transportation, and special event reservations.

• Coordinate guest requests with designated vendors according to departmental standards, to include:
• Room accommodations
• Transportation from hotel to airport and return
• Bus/train transportation
• Limousine reservations
• Car rentals
• Car repair and servicing
• Charter flights/rentals
• Babysitting services
• Banking/financial services
• Business center services/fax or telex services/mailing and delivery services.
• Interpretation services.
• Notary services
• Restaurant reservations, nightclub activities
• Dry cleaning, laundry, alterations, repairs
• Sporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health hotel facilities.
• Formal wear rentals
• Flowers
• Salon appointments
• Shoe shines
• Shopping services
• Movie/theater/attraction tickets
• Sightseeing tours
• Medical services
• Religious services

1. Maintain complete knowledge of:

• All hotel features/amenities/services and hours of operations.
• Room availability and daily house count.
• All hotel restaurant food concepts, menu price range, dress code and ambiance.
• All hotel room types, number/names, layout, appointments, amenities and locations.
• All hotel room rates, special packages and promotions.
• Scheduled daily group activities, names and location of meeting/banquet rooms.

1. Enter dining reservations in Resy, confirm reservations.
2. Fully comprehend and efficiently operate all relevant aspects of the hotel's switchboard.
3. Screen calls, gather basic information from callers to understand who they need to be transferred to, or answer questions callers may have.
4. Transfer callers to the correct person or assist in finding an appropriate person.
5. Place orders and schedule amenities, gift bags, mail, ice or special request items to be delivered to guest rooms and communicate such requests to Food & Beverage or Front Desk/Bell Stand in a timely manner.
6. Update reservation and guest notes, enter synopsis of conversations, ensuring an excellent and memorable guest experience.
7. Responsible for setting up wake up calls when requested.
8. Assist guests with Room Service and Beach orders, place orders with Food & Beverage.
9. Take messages to relay at a later time or pass on to another team member.
10. Receive guest messages and deliver messages to guests.
11. Monitor, track and respond to guest comments or complaints following the instant pacification procedure and hotel's standards.
12. Document and handle guest calls and requests for Bell/Valet and Beach assistance.
13. Provide support to guests who have already made a hotel/restaurant reservation by confirming, changing or canceling reservations.
14. Maintain departmental calendar and communicate all relevant information to the operations team.
15. Provided open communication with all departments of the hotel to facilitate clear and mutual goals.
16. Monitor and maintain cleanliness and working condition of departmental equipment/supplies.
17. Prepare work orders for equipment repairs and distribute to Engineering.
18. Ensure that all pertinent information is documented and relayed daily.
19. Handle emergency calls.
20. Maintain knowledge of all safety and emergency procedures and is aware of accident prevention policies.
21. Report accidents, injuries, and unsafe work conditions to the supervisor or manager.
22. Successful completion of all required trainings/certifications.
23. Develop and maintain positive working relationships with others.
24. Ensure that the appropriate level of confidentiality and security for all guest and company information is achieved, aiding in creating a feeling of comfort and confidence for guests.
25. Comply with quality assurance expectations and standards.
26. Perform other duties as assigned by supervisor.

SECONDARY FUNCTIONS:

1. Assist with the daily operations of the Front Desk, when needed.