About Us:
Regent Santa Monica Beach, part of IHG
Hotels & Resorts’ luxury and lifestyle portfolio, presents a new era
of indulgence offering 167 opulent guest rooms and suites. Introduced at
a generous 720 square feet, rooms feature spa-like and luxurious bathrooms
complete with a soaking tub, walk-in rain shower, double vanity and Perricone MD
products, alongside thoughtful mementos through distinct Regent
hallmarks.
Poised along a coveted coastline overlooking the Pacific
Ocean, the resort celebrates the allure of unexpected harmony through contrasts,
delivering inspired stays with a seamless blend of timeless elegance and modern
luxury. Regent Santa Monica Beach is home to four dining destinations, each
offering unique epicurean discoveries. Orla and Orla Bar by James Beard
Award-winning chef Michael Mina brings the peerless charm and boundless flavor
of the Mediterranean to Southern California, while the poolside Azure Bar
presents elevated poolside dining and creative cocktails. Sweet July Café debuts
in collaboration with Ayesha Curry with exclusive menu items and a curated
selection of beloved coffee and tea beverages.
The beachfront oasis also boasts a 10,000 square feet Guerlain Wellness spa,
outdoor pool (Azure Pool), The Regent Boutique, and state-of-the-art Fitness
Center. The opening of Regent Santa Monica Beach marks a historic return of
the brand to Los Angeles and represents the Americas flagship. For more
information visit RegentSantaMonicaBeach.com.
Job
Summary:
The PBX (Emerald Connect) Agent will play a pivotal
role in ensuring seamless communication services, maintaining the highest
standards of guest satisfaction, and upholding the resort’s reputation
for excellence.
A little bit about your day:
Reporting to the Director of Guest Experience, every day is different,
but you will mostly:
- Promote Regent’s service philosophy and style
through our people attributes. - Maintain impeccable personal
grooming standards to uphold the professional and property style of
the resort. - Attend daily shift briefing meetings at the start of your
shift. - Complete the Emerald Connect checklist during your shift
and notify the department manager of any discrepancies or challenges.
- Serve as the primary contact point for all telephone communications, both
internal and external, demonstrating a warm, professional, and polished
demeanor. - Operate the phone switchboard precisely directing calls
to the appropriate departments, rooms, or individuals while maintaining high
discretion and confidentiality. - Coordinate with other departments
to ensure a harmonious flow of communication to achieve guest
satisfaction. - Ensure personalized and anticipatory service
for all guests. Attentively carry out guest preferences by following internal
communication methods. - Respond to all guest text messages,
emails, and other forms of communication through KYC accurately and timely using
proper grammar. - Enter all guest requests and complaints in the KYC
system and follow up accordingly to ensure guest satisfaction. Notify
the manager of any unresolved issues. - Accurately update the Opera
and KYC system for guest messages, preferences, profile notes, traces,
and alerts to ensure up-to-date guest information. - Address guest
inquiries, requests, and concerns proactively and positively. - Assist
guests with information about local attractions, dining options, and other
inquiries. - Be well-versed in emergency procedures, providing
immediate and accurate information during critical situations and facilitating
communication between guests and colleagues. - Maintain accurate logs
of all incoming and outgoing calls, messages, and wake-up calls, ensuring
a detailed and organized record-keeping system, Maintain accurate records
of food orders, payments, and guest details. - Abide by all
department standards and resort’s policies and procedures. - Receive food
and beverage orders via phone, online, or accurately recording dietary
restrictions, allergies, preferences and any special requests. - Be
well versed in the menu offerings, including daily specials, and provide
recommendations to guests. - Accurately enter orders into the Point
of Sales System and transmit orders to the kitchen staff promptly.
- Accept credit card, and other payment methods.
- Provide guests
with accurate receipts. - Communicate any special requests
or dietary restrictions to the kitchen. - Suggest upselling
opportunities, such as special promotions or add-ons. - Follow
the resort’s credit card handling procedures and security protocols.
- Participate in training programs to enhance guest service skills.
What We need from you:
- Previous experience as a PBX operator or in a similar role, within a luxury
hotel is highly preferred. - Exceptional communication and interpersonal
skills with a focus on delivering impeccable guest service. - Outstanding
organizational abilities and skill for taking initiative, problem-solving,
multi-tasking, and prioritizing. - Knowledge of computer systems such
as Excel, Word, and POS. - Passionate about hospitality
and providing an outstanding guest experience. - Handle multiple incoming
calls - Alcohol awareness certification and/or food service permit
or valid health/food handler card as required by local or state government
agency. - Ability to sit for long periods.
- Reading and writing
abilities are utilized often when recording orders, completing paperwork,
etc. - Frequently standing up and moving about the property.
- Basic math skills are frequently used when recording and adding guest
checks. - Frequently bending, stooping, and kneeling.
- Be well
versed in Opera to edit or enter amenity traces. - Flexible
schedule, able to work evenings, weekends, and holidays.
What you can expect from us:
The
hourly pay range for this role is $25.76 to $32.20.
This range is only applicable for jobs to be performed at Regent
Santa Monica Beach.
IHG is an equal opportunity employer:
Minorities / Females / Veterans / Disabled.
