Call Center Agent - Langham Huntington, Pasadena

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

The Langham Huntington, Pasadena, Los Angeles is located in Pasadena, California, in the heart of an upscale residential neighborhood bursting with historic gems like Albert Einstein's former residence and famous film locations including the homes from Mad Men and Father of the Bride .

Just up the street you'll find Pasadena's vibrant shopping and entertainment district boasting theaters, boutiques, incredible restaurants and world-class museums. And the hotel is just a short drive from the rest of Pasadena's must-see spots including the Rose Bowl stadium, The Huntington Library, Descanso Gardens, Kidspace Children's Museum and much more.

Check out what’s nearby, or inquire with our concierge team for recommendations on what to see, eat, and do in Pasadena and nearby Los Angeles.

DEPARTMENT: Front Desk

JOB TITLE: Call Center Agent

REPORTS TO: Director of Front Desk

SUPERVISES: n/a

PRIMARY OBJECTIVE OF POSITION:

Responsible for handling all incoming calls, emails, reservation inquiries, and guest requests in an efficient, courteous and professional manner in order to achieve maximum customer satisfaction while complying with Langham brand standards.

RESPONSIBILITIES AND JOB DUTIES:

• Service and Guest

  Supports team to achieve all guest satisfaction targets for Langham Service.

• Finance and Market

  Supports team to achieve revenue targets.

• Workforce

  Participates in and contributes to relevant staff events, meetings, briefings etc.

  Attend assigned training sessions as required by Manager.

• Process and Operations

  A. General

  Works harmoniously and professionally with all colleagues. Understands the hotel product in depth; stays updated with new information and seasonal changes. Knows the opening hours of all outlets and facilities; is familiar with all in-room amenities.

  Ensures proper working condition for all relevant systems and hardware, including TV channels, FCS printer, voice mail, and music on hold. Knows how to use various platforms, including FCS, Opera, PBX, Outlook, ResPAK, Micros, Delphi, Synxis, OpenTable and relevant agent extranets. Follows up as necessary with other departments, including Housekeeping, Front Office, Food and Beverage, Reservations, Loss Prevention, and Engineering.

  Updates department office board with on-day information, including daily operations, daily room rates, stock inventory, weather, any F&B promotions, and other special highlights.

• B. PBX

  Handles external and internal calls in a friendly manner, using last names of guests wherever possible. Screens telephone calls, collects essential information, and routes caller to respective extensions when necessary (e.g. banquet event enquiry).

  Assists guests with all inquiries, and follows up with other departments or external vendors when necessary; accommodates special requests as often as possible.

  Resolves customer complaints in a timely and professional manner. Inputs, checks and delivers all wake up calls promptly. Follows up all traces, faxes and messages in a timely manner. Assists guests for inquiries regarding the reservations or billing, follow up and follow through. Follow up call is required if any service delay enquiries / compliant received. Prepare summary reports of daily activity and sends to management.

• C. Reservations

  Is familiar with all room types, rate codes, special promotions and packages. Processes reservation inquiries; updates and cleans up existing reservations and guest profiles. Inputs bookings directly into PMS; ensures all booking details are interfaced correctly. Assists other departments with reservations inquiries where necessary. Handles all bookings from various channels, including FIT, OTA’s and local agents. Explains hotel guidelines, cancelation policy, amenities, and safety and sanitation practices. Knowledge of General Chuan Spa inquires related to spa services and prices.

• D. F&B

  Handles all inquiries and restaurant reservations for all outlets. Responsible for voicemail call backs for all dining outlets. Informs F&B management team about guest issues to expedite guest resolutions. Knowledge of Terrace, Lobby Lounge (takeaway) and Hideaway dining menu and stays updated with all outlet promotions.

  Accommodates all special requests as necessary and follows up accordingly with the kitchen. Communicates dietary restrictions, special occasions, VIPs, handle with care guests to F&B management team to ensure guest satisfaction.

  E. Front Desk

  Knowledge of front office operations in regards to setting up guest reservation requests, confirming guest information and updating guest profiles.

  Resolve guest complaints, recording any defects, and defect communication and follow up. Knowledge of daily guest arrivals, departures, groups, VIPs, resumes, and 1865 members for anticipatory, timely proactive guest interactions. Answer concierge related inquires such as transportation services, amenity requests, restaurant reservations, and information related to local attractions. Assist the front desk with any tasks such as quality check calls, deliveries, amenity requests, etc.

• Leadership and Sustainability

Participates in CONNECT activities; contributes to Hotel’s CSR goals

Follows Hotel’s environmental management policies and guidelines, e.g. to reduce, reuse, recycle

Key Result Areas
NPS
KPI
Mystery Shopper
GSI – Overall quality of reservations
GSI – Telephone Operator
Abandoned Call Ratio
% of Calls Picked Up within 15 Seconds

Forbes Standards – Reservations Service

Forbes Standards – Arrival Service

Forbes Standards – Departure Service

Forbes Standards – Guest Service One

Forbes Standards – Guest Service Two

Forbes Standards – Guest Service Request

PHYSICAL DEMANDS:

• Requires walking or standing to a significant degree.
• Ability to lift 20 lbs.
• Input and retrieve data with routine difficulty using a computer reservation system and utilizing codes for efficiency.
• Enters all Sales bookings and group contracts using a computer on a timely basis per the instructions of the Supervisor or Reservations Manager.
• Performs routine filing and required report keeping for the department.

SPECIAL SKILLS REQUIRED:

• Ability to effectively deal with customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger to collect accurate information.
• Ability to establish and maintain effective working relationships with employees, customers, and patrons.
• Requires sitting for long periods of time in a confined space and in close proximity to other employees to continuously perform essential functions.
• Must be fluent in English and have excellent communication skills.
• Must be able to receive and process various data statistical information and understand basic mathematical functions.

EDUCATION REQUIRED:

Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred.

EXPERIENCE REQUIRED:

Prior communications, reservations, hospitality and/or computer experience preferred.

LICENSES OR CERTIFICATES:

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor. Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise, each colleague remains, always, an “at will” colleague.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The employer will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.