Job Summary
The Night Connectivity Agent is responsible for managing pre-arrival, in-house and post stay stages of guest during the shift of 23:00 to 07:30am. Agents are responsible for making sure guests receive personalized service from the hotel. The agent is responsible to ensure that all guests’ expectations are met, and exceeded, throughout their stay at the resort. The agent must be familiar with all resort standards, policies and procedures to ensure daily operations is run effectively and efficiently. To be familiar with all the resort facilities, restaurants, local attractions, experiences provided, and other points of interest, in order to be able to promote and answer all enquiries concerning services and highly diversified queries from guests.
Key Duties and Responsibilities:
- Ensure readiness for shift (grooming, systems, and workspace), including opening all required platforms (ALICE, OPERA, Outlook, Telephone Systems, Business Connect, NEC UC Suite, Transportation, Teams).
- Receive and review handover from the previous shifts, ensuring all pending requests, follow-ups, and guest communications are clearly understood and actioned.
- Monitor and manage all guest communication channels (Guest Messaging Hub, emails, OTA extranets), ensuring responses are delivered within defined timeframes and in line with luxury communication standards.
- Review arrivals, in-house guests, and departures for the following days, identifying VIPs, special requests, and operational priorities.
- Manage and follow up on all ALICE tickets, traces (CONN & GXP), glitches, and DND requests, ensuring proper resolution, escalation, and documentation.
- Update guest profiles in OPERA with preferences, notes, and relevant stay information to support personalization and continuity.
- Coordinate and confirm all transportation arrangements, updating systems (Transportation, OPERA) and ensuring accuracy for arrivals and departures.
- Oversee and coordinate bookings for experiences, tours, and activities, ensuring all arrangements are accurately recorded and communicated via ALICE.
- Review and ensure readiness of next-day operations, including early arrivals, departures, breakfast boxes, amenities, and scheduled experiences.
- Verify that all charges (transportation, experiences, amenities) are correctly posted and tracked in the Master Tracking File.
- Support operational departments (Front Office, Guest Services, IRD, Connectivity) with guest-related requests, ensuring seamless coordination.
- Conduct system checks for last-minute reservations and ensure all preferences and arrangements are actioned accordingly.
- Maintain oversight of operational readiness through system monitoring and internal coordination, ensuring all information is accurately captured and shared.
- Prepare and update detailed handover reports, including guest updates, pending actions, glitches, and operational notes for the following shift.
- Ensure all systems are properly updated and logged out at the end of the shift, maintaining data accuracy and operational integrity.
- To assist with any other duties as required by the Guest Experience Team or another member of the management team.
Education or Certification
- Bachelor's degree
- Must be computer literate, knowledge of MS Office, Excel and Opera is essential.
- Must be able to work well under pressure and be able to multi-task.
- Must have a minimum experience in a five-star environment for a minimum of 2 years.
- Has the ability to satisfactorily communicate in English with guests, co-workers and management to their understanding. European language skills will be advantageous.