Duties and Supporting Responsibilities
- Provide close guidance to colleagues within assigned shift, overseeing the efficient operations of the Telephone Department in the following:
- To answer phone calls promptly ensuring telephone etiquette is observed and a positive attitude is displayed. Be knowledgeable of the NEC UA pbx, functions and features.
- To attend to Glowing requests promptly, ensuring responses are articulated.
- To ensure all faults and maintenance issues are raised in Hotsos promptly.
- To ensure daily task checklists assigned are followed through and documented.
- To check on wakeup call time requests from guests (FITS, Crew, Groups) and ensure they are promptly processed.
- To check on incoming text or fax messages from the Fuji Xerox ensuring delivery of messages to guest rooms meet LQE standards.
- To check telephone and line fault reported, ensure thorough test is conducted before calling an external contractor. Ensure PR/Checkscm is raise for all job done by external contractor.
- Be knowledgeable on telecommunication wiring rates and requests made by sales for function or guest room, ensuring they are effectively processed.
- Be knowledgeable of IDD rates and IDD call checks on Jazzware for overseas telephone calls made and ensuring they are posted in HMS.
- Be knowledgeable of hotel’s telephone and trunk inventory and programming via PCPro.
- Conduct checks on information on the HMS Concierge Directory and update accordingly.
- To maintain a high grooming standard as required when on duty.
- Be knowledgeable of Hotel’s Policies and Procedures.
- Have a thorough understanding of the various services provided by the Hotel.
- Be well versed on information concerning Mandarin Oriental Hotel Group in general.
