Call Center Agent Full Time

Job Description

The Role

• As a Front Office team member you are part of a team that is responsible for the smooth stay and experiences of the guests.






• This service must be sincere, warm and with enthusiasm ensuring that all guests are comfortable in their surroundings and are assisted where ever possible.
• He / she should be empathetic to all mood and time restrictions.
• He / she must ensure a smooth operation of his / her service area as governed by contract and deemed by operational requirements.
• One should be creative and confident and be prepared to step outside of the confines of comfort.
• He / she should take the time to get to know the guests and be committed to service excellence.
• Team play is imperative and having the time to invest in self and employee development is mandatory.

Key Deliverables And Responsibilities

Planning and Organising:

• Ensure that all Accor & Resorts standards are adhered to
• Guests should not be kept waiting.
• Guests should be made to feel welcome, feel at home and relaxed
• We are to anticipate guests needs so there is little need to ask us for anything
• “Yes is the answer, what is the question?” is a key mind frame

Operational

• Read the Log Book and receive any handover from the Night Manager/Duty Manager.
• Ensure all the systems are up and running within the telephone operators room, report any defects
• Know which events and meeting we have in the hotel
• Familiarize with the local news and major events in the city
• Answer all guest information in a quick and efficient
• Update and maintain files as requested by the Telephone Operators Supervisor and Front Office Manager
• Maintain guest data base and feed in guest history
• Attend daily briefings and training
• Action any pending issues that was logged and follow up with the concerned.
• Prepared guest complaints summary and communicate the same to your Supervisor.
• Daily check all meetings, functions, seminars, and event that is taking place during the day
• Ensure complete courtesy, friendliness and professionalism at all times, smile!
• Oversee and control all collateral make sure that all collateral is as per the Hotel standards
• Handle guest complaints with utmost courtesy and professionalism, report immediately to senior management.
• Update Hotel information & promotions and communicate with the Front Office
• Ensure proper filing system is in place for proper filing of guest records.
• Maintain standards and up sell where ever possible, follow Quality Assurance check list
• Any other task as requested by the Front Office Manager

Administration

• Establish and maintain effective employee relationships
• Maintaining all records

Qualifications

Your experience and skills include:

Service focused personality is essential

Prior experience working with Opera or a related system

Fluency in English