Emerald Connect Lead Agent - Regent Santa Monica Beach Opening 2024

Hotel Brand: Regent
Location: United States, California, Santa Monica

Hotel: Santa Monica Beach (SMOOA), 1700 Ocean Avenue, 90401

Job number: 129015



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 Emerald Connect Lead 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.
• Lead and manage a team of PBX operators, providing guidance and support to ensure high efficiency and professionalism. 
• 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.  
• 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.
• 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. 
• 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 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. 
• 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:

• 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.
• 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  $26.24 to $32.80 . 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.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

Regent is the epitome of modern luxury for the world’s most discerning travelers. Pushing the boundaries of refined living since 1971, Regent colleagues have set out once more to reimagine uplifting experiences that balance serenity and stimulation to heighten the senses. This, is new. This, is Regent. 

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.