What do we expect from you?
Under the general guidance of the Operator Manager or any other authorized by the management, serve as the main point of contact for all guest requests and needs. The Operator agent is responsible for answering all calls within three rings, recording guest’s needs, and ensuring an appropriate resolution. The Operator agent must exhibit a professional, can do attitude while recognizing that customer satisfaction is of paramount importance.
How your day looks like?
- Have knowledge of Hotel, hotel staff, and hotel services, including the hours of operation for all departments involved in and in the surrounding areas: has a thorough knowledge of guestrooms including: location, views, amenities, features, types, etc.
- Able to give accurate directions and information regarding the immediate downtown and surrounding areas. Maintain and be familiar with a directory of information that contains, but is not limited to hotel and local information.
- Ensure guest satisfaction by performing such duties as attending to their requests and inquiries courteously and efficiently, and accepting changes or additions in work hours, which are necessary for the maintenance of uninterrupted service to hotel guests and patrons.
- Handle all guest comments, questions, complaints, requests and inquiries promptly and courteously, taking the necessary action steps and ensuring thorough follow through.
- Receive all internal and external calls in accordance of company standards.
- Telephone guests in accordance with their wake-up call requests, to prescribe standards, and to inform security of the guest does not answer their call.
- Manage and allocate guest requests.
- Enter guest requests into guest tracking system and maintain guest profiles.
- Input and keep updated guest messages within Property Management System.
- Ensure that guest names are used wherever possible.
- Ensure use of your own name wherever possible.
- Correctly take and place room service orders, ensuring that the order is repeated back to the guest as per the procedure.
- Undertake and complete any special projects, related tasks or reasonable requests when required by Management.
- Familiarize yourself with the guests needs and requirements in order to ensure an efficient and friendly service.
- Create and maintain a personal and respectful rapport with regular guests.
- Complete the required handover with the incoming shift.
- Keep updated and use all information/function boards accordingly.
- Record all equipment faults in the logbook and report to supervisor.
- Ensure that all incoming faxes/emails are marked with the guest’s name and room number and are delivered to the room promptly.
- Maintain and check telephone equipment daily and report any necessary faults.
How do I deliver this?
- Tell it like it is- Authentic, honest, you mean it, sincere, true.
- Have fun and make friends - fun, energetic, whimsical, upbeat, “wink", casual.
- I've got your back- Accountable, responsible, makes up for own promises, knows how to take ownership, follows - thru, dependable.
- Play to win - Original, cutting edge, new, "outside the box”; open to new possibilities, different.
- Right here, right now - Attentive, detail-oriented, always focused, always in the moment, precise, owns the guest.
