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