Regent Call Center Manager - Regent Santa Monica Beach

About Us:

Regent Santa Monica Beach—an IHG Hotels & Resorts (IHG) property—lands in Santa Monica in 2024 as the first destination in the Americas. The resort will set a new standard for modern upper luxury. 

Located steps from the famed Santa Monica Pier, the resort will celebrate the beauty of unexpected harmony through contrasts, delivering inspired stays through a blend of serenity and a touch of decadence. The resort will feature sumptuous rooms and suites, along with a stunning beachfront pool deck, a destination spa, and a wellness center. Additionally, Regent Santa Monica Beach will welcome guests for unforgettable epicurean experiences, including a restaurant concept created in collaboration with an acclaimed celebrity chef as well as a high-end artisanal marketplace.

Job Summary:

The Regent Call Center Manager 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. The ideal candidate will serve as the primary point of contact for all telephone communications, both internal and external, demonstrating a warm, professional, and polished demeanor.

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.
• Lead and manage a team of PBX operators, providing guidance and support to ensure high efficiency and professionalism. 
• Performs administrative duties such as, but not limited to, scheduling, payroll and inventory, stock replenishment, etc.
• Conduct regular training sessions and audits to enhance the skill set of the PBX team and keep them updated on department and hotel policies and procedures.  
• Oversee the PBX operator’s checklist and report any discrepancies or challenges.
• Monitor call quality and regularly review communication processes to identify and implement improvements. 
• Implement and monitor guest feedback mechanisms to continually improve PBX services. 
• Oversee the operation and maintenance of PBX systems, ensuring that all equipment is functioning at optimal levels. 
• Develop and implement emergency communication protocols to ensure swift and efficient response in critical situations. 
• Train the PBX team on emergency procedures and coordinate with relevant departments to guarantee a cohesive and effective response. 
• 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 SCORE 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. 
• 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 (POS) system and transmit orders to the kitchen staff promptly. 
• Communicate any special requests or dietary restrictions to the kitchen.
• Suggest upselling opportunities, such as special promotions or add-ons.
• Accept payment methods and provide guests with accurate receipts. 
• Follow the resort’s credit card handling procedures and security protocols.
• Participate in training programs to enhance guest service skills.   
• Attend scheduled In-Room Dining meetings.
• Abide by all department standards and the resort’s policies and procedures.
• Revise standards and procedures for the department, as necessary.

What We need from you:

• Minimum 2 years’ experience as a PBX operator or in a similar role, within a luxury hotel is highly preferred.
• Proven experience in a supervisory role
• Previous experience in food & beverage preferred.
• Ability to handle multiple incoming calls.
• 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 Opera system, is preferred. 
• Knowledge of computer systems such as Excel, Word, and POS. 
• Passionate about hospitality and providing an outstanding guest experience.
• Alcohol awareness certification and/or food service permit or valid health/food handler card as required by local or state government agency.
• Reading and writing abilities are utilized often when recording orders, completing paperwork, etc.
• Basic math skills are frequently used when recording and adding guest checks.
• Frequently standing up, moving about the property, and able to sit for long periods.
• Frequently bending, stooping, and kneeling.
• Flexible schedule, able to work evenings, weekends, and holidays.

What you can expect from us: 

The salary pay range for this role is $75,000.00 to $80,000.00. This range is only applicable for jobs to be performed at Regent Santa Monica Beach. This is the lowest to highest pay scale we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. A colleague’s pay position within the pay range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Join us and you’ll become part of the global IHG family – and like all families, all our individual colleagues share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve.

In return, we'll give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.