Position Summary:
Responsibilities include ensuring all communications relating to the hotel, both external and internal are action speedily and efficiently in accordance with the specified minimum standards.
Responsibilities:
- Maximise room sales and revenue for the hotel.
- Ensure the correct operations of the switchboard to initiate a fast and efficient transferring of internal and external calls.
- Ensure a high level of customer service is consistently maintained.
- Ensure all customer communications are transferred to the central distribution point for action.
- Ensure and maintain the security of information relating to guest, customers and associates in the hotel.
- Ensure all guest requests are action speedily and in accordance with hotel procedures.
- Assisting with answering all reservation calls.
- Be familiar with all hotel emergency, fire and security procedures and execute in the required event.
- Anticipate and appreciate the needs of guests to better cater to their needs.
- Communicate any special requests by guests to the appropriate department, or otherwise seek the assistance and guidance from the Duty Manager.
Talent Profile:
- Minimum 1-2 years experience in telephone operator / a call centre environment.
- Previous experience in an international 5-star hotel call centre would be preferred.
- Minimum secondary education.
- Proficient in Opera and of the mechanics of MS Office.
- Good motivational and developmental skills.
- Excellent English communication skills with written and oral skills.
- Creative and proactive on customer service.
- Able to work on rotating shifts, and on weekends and public holidays.
- Demonstrated commitment to teamwork.
- Exposure to multi-cultural environment.
- A pleasant and friendly personality.
