Club Service Agent

JOB SUMMARY

To serve as the main point of contact for all Member/Guest requests and needs.  The Agent is responsible for answering calls in order, recording the Member/Guest requests and pursuing the issue to a resolution.  The Agent must exhibit courteous hospitality at all times and fully own each Member/Guest issue.  The agent must coordinate the response to the Member/Guest issue and then follow up with the Member/Guest to ensure a satisfactory result.

QUALIFICATION STANDARDS

Education and Experience:

- High school graduate or its equivalent.

- Previous Customer Service experience.

Mental requirements:

- Ability to:

Understand verbal and written instructions.

- Perform job functions with attention to detail, speed and accuracy.

- Prioritize and organize.

- Be a clear thinker, remaining calm and resolving problems using good judgment.

- Follow directions thoroughly.

- Understand guest’s service needs.

- Maintain confidentiality of guest information and pertinent hotel data.

- Provide excellent customer service and maintain a professional demeanor.

- Well-organized and willing to assist at any time.

- Able to maintain a good working relationship with colleagues and other departments.

- Respectful, considerate and well mannered to all Members of Staff, Lyford Cay Members and Guests.

- Compliance with the Lyford Cay Club Employee handbook at all times.

Physical requirements:

- Must be able to work under pressure.

DUTIES and FUNCTIONS

General:

- Have knowledge of the Club and services offered with hours of operations for all departments and surrounding areas.

- Have a thorough knowledge of guestrooms and cottages; including location, views, amenities, features, etc.

- Ensure the best service through consistency and proper telephone etiquette by answering all outside calls and internal calls in compliance with Lyford Cay telephone standards.

- Keep up-to-date on all events at the Club. Bulletin boards, and newsletters, flyers are a source of information and communication.  Read the board often to keep informed of all events.

- Do not use the radio set to call employees for personal calls.

- Refer all emergencies to the First Responder on duty.

- Ensure all Member/Guest complaints are recorded in a timely and professional manner.

- Ensure all Members/Guests experiencing a problem receive an immediate response along with satisfactory resolution.

- Maintain professionalism and confidentiality at all times.

Food and Beverage:

- Take all Room Service orders when necessary.

- Make Restaurant reservations as needed.

Rooms:

- Prepare wake up sheets; record the Member/Guests’ name and room number under the wake up time requested. Repeat this information to the Member/Guest to ensure proper handling of wake up calls in the morning.

- Possess knowledge on how and when to assign late check outs or extensions based on availability.

Engineering:

- Receive all Engineering related calls and transfer wherever necessary.

- Log all calls and track using HotSOS.

Marginal:

- Attend meetings/trainings as scheduled by management and compensated where appropriate.

- Be familiar with and follow all Club safety and accident prevention procedures.