Customer Service
· Provides the appropriate level of professional, courteous and caring service to other associates(internal customers) and other visitors to the division.
· Handles guest and associate enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst providing a prompt follow up.
· Maintains positive guest and colleague interactions with good working relationships.
· Ensures Rooms Division meets the Hotel’s targets in the areas of various Customer Service Audit/Survey.
Operational
· Responsible for facilitating efficient communications for both guests and associates both within the hotel and for external communications.
· Confidently operates switchboard consoles, paging system, and associated computer equipment in accordance with departmental procedures.
· Connects local and international calls quickly, courteously and accurately.
· Handles wake-up calls as requested with accuracy, whether they are automatic programmed or personal wake-up calls.
· Acts proficiently in all aspects of emergency procedures. Remains calm, alert, and efficient in the event of a major incident or problem at the hotel and maintains professional discretion.
· Contributes and maintains businesslike working environment ensuring minimal background noise and conversation which could be transmitted through sensitive headsets.
· Provides quality service to guests, associates, and incoming calls and a wide range of information pertaining to the hotel and activities in and around the island.
· Reports and logs various problems which occur during the shift and passes all relevant information to relieving operator on commencement of duty.
· Accepts and relays messages for guests and hotel personnel.
· Projects the image of being courteous, providing friendly service at all times.
· Answers and connects all incoming calls from both in and out of house.
· Coordinates with Concierge and Front Desk with pending messages, faxes, etc.
· Be fully conversant in all aspects of Food and Beverage outlets in order for all guests’ queries to be handled efficiently and courteously.
· Provides general information to guests when necessary.
· Takes accurate messages, morning call requests, reservations and orders for/from guests.
· Ensures that all reservations, orders, requests, etc. are accurately and quickly relayed to the correct department at all times.
· Reports to supervisor and Duty Manager on any guest complaints.
· Updates the white board.
· Reads the logbook, and communicates with colleagues and supervisor.
· Transfers outside calls to either guests, or hotel services/facilities.
· Conducts daily briefing in the absence of AM/Supervisors
