Operator

• To handle all incoming calls according to the standards and procedures of the hotel. • To handle all inquiries by providing appropriate and correct information. • To handle guest complaints, inquiries and comments, log them and initiate appropriate action and follow up. • To be well versed in all facilities in the hotel (opening hours, dress codes, cuisines etc.) • To be well very versed with the F&B menu. • To handle all wake up calls and voicemails for guests. • Ensures guest expectations are met or exceeded by providing an efficient, attentive and warm service standard on the phone. • Take and forward messages accurately and in a timely manner. • Handles guest complaints where possible or reports complaint to DM / AFOM. • Updates preferences and information of guests in PMS system with care. • To upsell all F&B, Spa and Gallery facilities. • Comply with all Corporate and Hotel Standards and Procedures. • Carry out administrative requirements as directed.