Ideal Services Agent

Parker House Hotel

As you pass through the sculpted bronze doors of this luxury Boston hotel you will be enveloped by the timeless beauty that has made the Omni Parker House a landmark since 1855. Experience the perfect blend of modern amenities and historic charm at Americas oldest continuously-operating on the Freedom Trail guests enjoy grand views of historic downtown Boston distinguished décor and thoughtful amenities that are evident in every striking detail in each of the 551 luxurious guest rooms. Walk to Beacon Hill Faneuil Hall Marketplace Quincy Market the Financial District shopping and more. Just 2.5 miles (10-15 minutes) from Logan International Airport. Come join us and our family and create your own history as an employee of this historic property.

Responsible for handling all incoming communication assisting with needs and providing services to guests and associates in a courteous and professional manner in accordance with Omni Standards

Rate per hour starts at $30.70 per hour. After 90 days the rate increases to $31.33 per hour

• Effectively utilize the phone push to talk radios and alarm systems in the Ideal Services area.
• Be familiar with all systems and equipment as related to Ideal Services (Opera Alice Symphony POS Synergy SALTO Two-Way Radio Dispatch Canary Synergy).
• Familiarity with parking procedures.
• Take In- Room Dining orders and enter order into MICROs POS system.
• Be familiar with guest scenarios and follow-up on all guest requestsand concerns effectively adhering to the service recovery process.
• Be thoroughly knowledgeable of all Ideal Services/PBX Moments of Service scenarios and be able to execute according to standard.
• To appropriately protect confidential guest information and guest room key access according to front office SOPs.
• To be generally familiar with check in and check out procedures.
• Maintain 4-Star / 4-Diamond Standards of guest service.
• Be generally familiar with all hotel rate plans rate codes and reservation procedures.
• Be familiar with all hotel amenities (to include Wireless Internet Select Guest Program Laundry Services and Omni Kids Program).
• To be familiar with all hotel facilities (to include F&B outlets Business Center Fitness Center Outdoor Pool Meeting Space Parking Garage).
• To be familiar with the inter-relationship between the different departments (Front Desk Guest Services Housekeeping F&B outlets Banquets Sales Engineering and Purchasing)
• To be familiar with local attractions and businesses.
• Familiar with all reservation special packages.
• Answer the phone and push to talk radio with a smile in your voice greeting both internal and external guests with a warm welcome and meeting all reasonable requests. Direct phone calls to appropriate personnel.
• Perform other duties & special projects as assigned by the management team.
• Personally answer all general guest questions and address all guest concerns which do not require management attention before transferring calls to others.
• Effectively respond to emergency situations and system alarms maintain a calm composure contacting appropriate management and following expected procedures.
• Enter alerts accurately and timely into Opera and Synergy. Engage in proper follow up with affected department to ensure alerts and issues are handled accordingly.
• Responsible for receiving packages and faxes recording these items in the GoConcierge system and alerting guests of received packages/faxes and other deliveries in a timely manner.
• Responsible for tracking and personally delivering wake up calls; delivering wake up calls as scheduled in a professional warm tone.
• Follow all company safety and security policies and procedures; report accidents injuries and unsafe work conditions; complete safety training and certifications.
• Encourages and builds mutual trust respect and cooperation among co-workers. Treats co-workers fairly and equitably.
• Maintain a professional neat and organized appearance according to Omni standards.
• Respond swiftly and effectively in any emergency or safety situations. Ensure a safe working and guest environment to reduce the risk of injury or accident.
• Attend all required department trainings and meetings
• Perform any other dutuies as required by management

• Prior customer service experience required prior PBX/Operator experience preferred.
• Must have strong communication computer and organizational skills.
• Excellent customer service and problem-solving skills.
• Maintain a professional business appearance attitude and performance.
• Must be able to work a variety of shifts including weekends and holidays.
• Move bend lift carry push pull and place objects weighing up to 30 pounds without assistance.
• Stand walk or sit for an extended period or for an entire work shift.
• Requires repetitive motion including utilizing telephone/computer for an extended period or for an entire shift.
• Must be willing to work flexible hours as needed during busy times and high-profile events including nights weekends and holidays.
• Highly developed customer service skills; possessing a friendly approachable demeanor and strong problem-solving abilities with a keen eye for detail.
• Proven ability to engage guests at all levels. Must be passionate about providing warm engaging and personalized service.
• Candidate must be able to work in a fast-paced environment and be able to handle multiple priorities.
• Must possess the ability to handle stressful and busy hotel operations. Ability to maintain a positive and professional demeanor and composure at all times.
• Must have the ability to report to work on time and when scheduled.
• Must have the ability to stand and/or walk for extended periods of time.
• Must meet standards of appearance and maintain a high level of personal hygiene at all time.
• Clear concise written and verbal communication skills. Candidate must be comfortable speaking to guests. Ability to clearly and pleasantly communicate both verbally and in writing in English with guests management and co-workers.
• Computer literacy to include: Payroll systems Microsoft Office