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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.

Guests have made grand entrances through the doors of Regent® Hotels & Resorts for nearly half a century. Born in 1970, our collection of modern hotels and resorts are home to stays both serene and sensational. The type of experiences that elevate above the noise and charm for even the most seasoned of travellers. An invitation to life’s most scenic moments. We are the legendary innovative luxury brand, reimagining modern hospitality by sparking fresh perspectives across hand selected hotels and resorts. Regent colleagues are gracious hosts, with emboldened spirit and dynamic as they provide meaningful moments to deliver the greatest of the guest experiences.

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.

**Important information** :

+ The salary range listed 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. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

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

+ If you require reasonable accommodation during the application process, please click here .

+ IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy.

+ If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.