Responsibilities:
- Answers incoming both internal and external calls in a prompt and friendly manner.
- Directs calls to guest rooms, colleagues, or departments through the switchboard system.
- Receives guest messages and delivers the same to the guest.
- Logs all wake-up call requests and performs wake-up call services.
- Provides information about hotel services to guests.
- Understand the telephone operator board or PBX switchboard operations.
- Knows what action to take when an emergency call including bombthreats, health, safety and fire adhering to the policies and guidelines set by the hotel.
- Assists in reporting telephone equipment or service complaints and problems.
- To always adhere on telephone etiquette when handling both internal and external calls.
- Keep records of calls placed and received by all departments for future references.
- Update directory information on the front office software.
- Follow up on any pending tasks from colleagues and managers.
- Respond to hotel communication channels quickly.
- Receive and assist with all in room dining orders, guest requests, F&B dining reservations/enquiries, internal and external enquiries, and minibar requests. Communicate accordingly to the relevant departments.
- Have a thorough knowledge of up-to-date F&B menu/pricing/promotions/operating hours/offerings/daily events and provide upselling opportunities.
- Communicate efficiently with housekeeping, engineering, guest experience, front desk, leadership, for any guest/visitor issues and follow up to ensure tasks are completed.
- Attain thorough knowledge of all hotel operations/daily events/local area/group activities/VIPs/in house guests/concierge services.
- Complete handover process for colleagues and management.
- Partake in pre-shift briefings.
- Resolve guest complaints, ensuring guest satisfaction, escalate any unresolved matters.
- Provide a consistent level of guest recognition and delivery of personalised service.
- Maintains appropriate standards of conduct, uniforms, hygiene, appearance for the front office department.
- Promotes in-house sales, facilities, and upselling program in order to maximise revenue.
Qualifications, Knowledge, and Skills:
- Prior experience in a call centre setting, or hotel desired.
- Prior experience with opera system.
- Outstanding communication and interpersonal skills.
- Service oriented with an eye for details.
- Must be always well-presented and well-groomed.
- Excellent reading, writing and oral proficiency in English language, additional language a plus.
- Work flexible schedules and willing to work shift duties that will include days, evenings, night, and holidays.
- Strong communication, organization, problem-solving, follow up and telephone skills.
