Job Description
• Process all incoming and outgoing calls accurately and courteously
• Ensure smooth internal telecommunication as per Hotel Standards
• Record and control wake-up calls accurately
• Assist guests with international calls and directory queries. Address guests by name whenever possible
• Obtains all the necessary information to complete a room reservation in the Opera system, i.e. stay dates, flight details, rates, special requests and reservation notes.
• Assist guests in a seamless food and beverage reservation and/or reservation changes or cancellations and other special requests.
• Works closely with the restaurant managers to maximize the capacity of the restaurants
• Bill call cost
• Handle guests requests promptly, report complaints and irregularities to the Call Center Supervisor
• Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
• Abide by principles of guest privacy
• Be aware of local telephone listings and frequently dialed numbers
• Advise defects on switchboard equipment to Supervisor
• Maintain a clean work environment
• Maintain complete knowledge of all food & beverage services, outlets and hotel services/features. Be knowledgeable of ALL enrollments, ALL Points
• Attend all briefings, meetings and trainings as assigned by management
• Report for duty on time wearing clean and complete uniform at all times
• Maintain a high standard of personal appearance and hygiene at all times
• Perform other reasonable duties assigned by the Management of the Hotel
Qualifications
• Diploma in Tourism / Hospitality Management
• Minimum 1 years of relevant experience in a similar capacity
• Excellent reading, writing and oral proficiency in English language
• Ability to speak other languages and basic understanding of local languages will be an advantage
• Strong leadership, interpersonal and training skills
• Good communication and customer contact skills
• Ability to multi-task, work well in stressful & high-pressure situations
