Instant Services Agent (Telephone Operator)

What's the job

Answer incoming phone calls from internal and external callers in a timely and professional manner that reflects highly on the hotel and brand.

Your day-to-day

Process all incoming and outgoing calls accurately and courteously

Records and controls accurately wake up calls

Assist guests with international calls and directory queries

Call guests by name whenever possible

Abides by principles of guest privacy

Handles guests needs or requests and reports complaints to the Duty Manager

Report on logbook daily

Aware of local telephone listings and frequently dialed numbers

Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations

Advises defects on switchboard equipment to Supervisor

Maintains a clean work environment

Attends to all guest queries and requests promptly

Maintains detailed knowledge of the Hotel's fire, life and safety system

Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard

Maintain Hotel Information

What we need from you

Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company

Able to read and write English

Proficient in the use of Front Office System