Rosewood Hotel Group Page d’accueil

ABOUT ROSEWOOD HOTEL GEORGIA

Rosewood Hotel Georgia combines the grandeur of the Roaring Twenties with contemporary design in the heart of Vancouver. First opened in 1927, the legendary award-winning hotel has been meticulously restored to its place as one of the most prominent hotels worldwide. Providing a flawless combination of legacy with luxury, Rosewood Hotel Georgia features 156 guestrooms and suites, award-winning dining, and Sense, a Rosewood Spa – the only 2 Key Michelin rated Hotel in Vancouver Canada, and the only city Hotel.  For generations, guests have indulged in Hotel Georgia’s charming ambience, remarkable service and landmark location.

THE IMPACT OF THIS ROLE

Provides prompt, courteous, and efficient handling of all incoming calls and assistance for outgoing calls which transpire through PBX.  Also plays an integral part in assisting with emergencies, (fire, medical, power/system failure) by contacting the designated personnel for immediate assistance.

KEY RESPONSIBILITIES

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction and follow up.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain complete knowledge of:
• Scheduled daily activities
• In-house groups
• Hotel extension numbers
• Radios carried by hotel personnel
• All special requests (DND, screen calls, NRG, etc.)
• Hours of operation of each outlet
• Features and services provided by the hotel
• Room service menus
• Arrive at your respective assigned working locations, ready to commence work at your designated starting times.
• Maintain professional appearance and follow the personal grooming and uniform standards.
• Attend team briefings to meet with MOD to review daily occupancy, VIPs, groups, sites, events, glitches, etc.
• Meet with the departing Operator to review business status, follow up items and any guest related pending tasks.
• Set up workstation with necessary supplies and resource materials.
• Secure headset to console and log onto system.
• Access all functions of the system.
• Accommodate all telephone, radio, and system requests in a congenial manner.
• Respond to all incoming telephone calls within 3 rings, using proper salutation and closing.
• Route callers to requested guest or hotel personnel/department.
• Place calls on "hold".
• Monitor busy lines; check back with caller on hold to update status and offer to take a message.
• Monitor unanswered lines; return to caller after rings to update status and offer to take a message.
• Take, record and relay messages accurately, completely, and legibly.  Activate/deactivate guestroom messages light; accordingly, distribute hotel personnel/department messages to designated location.
• Activate voice mail system for each arriving guest. Offer callers detailed information on voice mail system.
• Access system to print guest messages on PBX printer and contact Bell Stand for delivery.
• Accept, record, and deliver wake-up calls.
• Provide callers with accurate information on hotel facilities and services.
• Accept and process all guest requests for:

• Screening calls
• Do not disturb
• Call forwarding
• Conference calls
• Non-registered guest

• Access system for long distance carrier's foreign language operator.
• Produce downtime report.
• Assist callers with credit card, calling card, collect, overseas and person to person calls.
• Allocate designated surcharges, long distance and operator assisted charges to correct guest room billing.
• Monitor telephone system problems and maintain log of such.
• Document all guest complaints or problems; notify designated department / personnel for resolving the situation.
• Able to send emails in a professional manner.
• Able to communicate effectively with other departments.
• Document all guests requests and follow up with appropriate department to ensure completion and guest satisfaction.
• Assist in reviewing upcoming arrivals, note any comments/requests and set up traces for appropriate department.
• Assist in writing welcome amenity cards for guests.
• Assist in emailing folios of late Minibar and other charges to guests.
• Assist in Room Service phone calls during high traffic hours.
• Assist in Emergency situations as central communication center for hotel and be knowledgeable of Crisis Management & Contingency Plan.
• Report to the MODs any other relevant information or incidents during the shift operations.

·         Perform all other duties assigned by management as required.

CRITICAL SKILLS & QUALIFICATIONS

Experience: Previous experience in PBX. High-volume telephone call experiences an asset.

Education: High school diploma.

General Skills: Must be able to perform job functions with attention to detail, speed, and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Technical Skills: Knowledge of Opera PMS; Knowcross; Knowledge of telephone systems; ability to suggestively sell; ability to input and access information in the property management system/computers.  Organizational skills: Responsibility, must demonstrate initiative and teamwork.  Knowledge of food, wine, and menu items; Knowledge of hotel emergency & safety policies/procedures.  Must have demonstrated excellent interpersonal skills, be well-organized and work effectively under pressure with minimal supervision.  Must have excellent conflict resolution skills.

Language: Required to speak, read, and write English proficiently.  Additional language is an asset.

Physical Requirements: Must be able to exert physical effort, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

Licenses & Certifications: None required.

*** Full Time status does not denote guaranteed hours. Assignment of hours is subject to business demands ***

Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Others

·               While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.