Call Center Agent

Our Story

The simple premise behind The Standard is that it is anything but. Founded in 1999, the goals of every Standard are to up the aesthetic stakes and defy convention while attending to every detail, embracing our local communities, providing a welcoming and inclusive environment for our teams, and, of course, delivering a smashing good time for our guests.

The Standard’s unique sensibility and voice combine with careful consideration of design and service to deliver experiences that define neighborhoods and create destinations renowned globally.

We believe in hospitality fueled by culture. As we take The Standard to new markets around the world, we retain and enhance our mission of creating hotels layered with personalities, collaborators, and amusements from culinary and nightlife to retail and wellness that surprise and delight our guests.

The Standard, High Line

Rising above a former elevated train line that has become downtown’s favorite public park, The Standard, High Line is in New York City’s Meatpacking District. Every one of the 338 hotel rooms features a full wall of floor-to-ceiling windows with sweeping views of Manhattan and/or the mighty Hudson River. The hotel’s inviting and scintillating public spaces include a bustling German beer garden at ground level, the rooftop discothèque Le Bain, the legendary Top of The Standard, and an outdoor public plaza with rotating art installations and activations. A neighborhood staple, The Standard Grill is classic New York blending traditional steakhouse with New American cuisine.

Mission Statement
Our mission is to create experiences by embracing and empowering a diverse collective of team members, collaborators, and guests, who chose to call The Standard home.

Job Purpose

Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information.

Duties and Responsibilities

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards
• Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
• Maintain positive guest relations at all times
• Resolve guest complaints, ensuring guest satisfaction
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas
• Maintain complete knowledge of:
• All hotel facilities/services, hours of operation
• All guest room layouts, bed types, decor, appointments and locations
• Room availability for any given day
• Restricted dates, rates and room types
• All room rates, packages and promotions
• Specific arrangements between hotel and travel agencies, corporate reservations center.
• Entertainment/special events scheduled in the hotel
• Access all functions of the computer system
• Set up work station with necessary supplies and resource materials
• Answer telephone calls within three rings, using correct salutations and telephone etiquette.
• Process all reservation requests, changes and cancellations received by phone, fax, telex, mail, internally and through corporate reservations center or travel agencies
• Ascertain callers' needs through open-ended questions
• Describe room accommodations and all amenities
• Obtain all designated information to book a reservation
• Accommodate special requests and designate such in system
• Access guest history records to best service guests; maintain accurate information in guest history files
• Maximize rate for all reservations
• Promote and sell holiday and other packages to callers requesting reservations on designated dates.
• Assist callers with dining room reservations and amenity orders
• Verify availability.  Suggest alternate dates for sold-out dates
• Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller
• Relay accurate information on transportation arrangements from airport to hotel; input and document such requests
• Set up proper billing accounts (i.e., share withs, room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits
• Verify all reservation information with caller to ensure accuracy
• Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message)
• Document all information for manual reservations on designated form
• Input all manual reservations into the system
• Obtain approval from Front Desk management for same day reservations on near sell-out dates
• Process confirmation letters
• Designate and apply appropriate travel agency commissions
• Initiate deposit refunds for non-group reservations
• Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department
• Create individual files and group masters with designated information for each group booking received from the Sales Department
• Update changes received from Sales
• Set up group room blocks in the system
• Book group reservations against the room block
• Input group rooming lists
• Monitor group cut-off dates and review with Sales or group contact
• Review group resumes and convey all pertinent information in the system to appropriate personnel
• Monitor and maintain wait lists daily
• Process requests for mailing brochures, correspondence and package information
• Compile and maintain information for daily/weekly/monthly reports
• Review status of assignments and any follow-up action with on-coming Agent
• Reconcile third party commission reservations
• Know how to use the OTA extranets
• Run additional reporting for reservations as needed
• Enter KnowCross hotel order for guest complaints

Skills and Qualifications

• 2+ years previous experience as a Reservation Agent, Hotel experience preferred
• Fluent in the English, write, read and speak. Bi or Multi-lingual a plus
• Able to respond quickly and effectively to emails and phone calls
  
• Ability to work a flexible schedule, including nights and weekends
• Able to maintain a high level of confidentiality
  
• Ability to multitask, work in a fast-paced environment, and have a high level of attention to detail;
• Can handle the pressure of a high-volume, high-energy venue
• Possess a gracious, friendly, and fun demeanor
• Ability to work independently and to partner with others to promote an environment of teamwork
• Guest service oriented 
• Detail-oriented and hospitality-minded
• Strong communication (both written and oral) and management skills
• Proficient in MS Word, Excel
• Ability to suggestively sell
• Ability to input and access information in the property management system/computers
• Previous guest relations training

Physical Requirements

• Endure various physical movements throughout the work areas
• Remain in stationary position for long periods of time during shift
• Satisfactorily communicate with guests, management and co-workers to their understanding

 Compensation and Benefits

• Pay Rate $25.30 per hour
• Excellent and Affordable Health care coverage
• Life Insurance, Disability Insurance, and Pet Insurance
• 401k with Company match
• 160 hours of PTO / year and company-recognized holidays
• Employee Discounts on Rooms, F&B, Retail, and The Standard Marketplace
• Employee Meals, Employee Referral Program, Commuter Discounts
• Regular fun staff events and celebrations!!!

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays.

Standard High Line Employer, LLC (the “Company”) is an Equal Opportunity Employer

 

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