PBX-Agent - Regent Santa Monica Beach

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.