JOB DESCRIPTION :
Job Summary:
Answers and directs incoming calls from inside and outside the hotel. Identifies all guest needs and handles their requests, complaints and feedback
Duties & Responsibilities: Answers and directs all external incoming telephone calls following Hotel’s telephone etiquette.
Answers all internally generated guest and delivery-related associate calls.
Dispatches delivery, security, banquets, engineering, housekeeping and others to the Attendant.
Answers guests’ questions and assists them with their needs, ensuring all requests are followed through and completed.
Handles guests’ complaints and takes action to resolve problems.
Accepts and relays guests’ messages, either manually, written or through voice mail system.
Takes requests for wake-up calls and follows through to ensure guests receive their wake-up call at the requested time.
Communicates situations where guests are dissatisfied or experiencing a problem and offers the resolution to the Manager on Duty.
Maintains up-to-date knowledge of all hotel and area events and activities so that guests will receive accurate and prompt information when requested.
Greets guests with a cheerful and pleasant voice using guests’ names at least thrice during conversations.
Uses brand approved technology to ensure delivery of timed orders and other requests at the designated times, following up with delivery and other associates to ensure completion.
Performs functions of a concierge, their duties and requests, via telephone.
Responds to emergency situations calmly and effectively, according to hotel guidelines.
May perform duties of Agent – Guest Services, Runner as needed.
Creates an organized, cooperative, and well run work environment by completing shift checklist and following through on responsibilities.
Helps to identify process problems and deficient areas in the hotel and suggests solutions for permanent fixes.
Be familiar with all F&B venue menus and specials, including seasonal changes and special promotions.
Deliver exceptional service to both the internal and external customer in line with the principles of the brand philosophy.
Adhere to the standards and procedures as outlined in the Department Procedure, Associate Handbook and Company Code of Conduct.
Performs additional duties as necessary and assigned by the Executive.
Job Knowledge, Skills & Abilities: Confident, well groomed and dressed in a smart casual manner
Personality: warm, welcoming, smiling and pleasant
Act with integrity
Communicate effectively
Good Administration skills
Hands-on approach to all operational aspects
Initiative
Self-motivated
Good Interpersonal Skills
Proficiency in Opera
Knowledge of brand standards
Fluency in English
Proficiency in Microsoft Office software: Word, Excel and PowerPoint, as a minimum
SUMMARY:
It is not the intention of this Job description to limit the scope or responsibilities of the above-mentioned, but to highlight the most important aspects of your position. It is essential that all associates are committed to their jobs and the success of the enterprise, and maintain a willingness to accept total flexibility of jobs and duties throughout the hotel.