At the start of the shift, checks / ensures that all needed equipment (headphones, computers, etc.) are ready and supplies are sufficient for the days operation.
Represents the Front Desk by answering all calls meant for the section.
Immediately responds to guest requests / concerns by coordinating action with the appropriate departments (e.g. housekeeping, engineering, etc.).
Accepts, logs and sets wake up call requests.
Records all guest requests in the appropriate logbook, taking care to include necessary details (e.g. time received, resolution, coordinated with, etc.).
Keeps track of status of guest requests; calls up the guest to confirm if service has been delivered in the expected manner.
Answers inquiries of in - house guests related to resort services, facilities, promotions and packages, local and destinations, local / national history, always ensuring that information provided is complete and accurate.
Facilitates guest reservations for tours, golf activities.
Receives, sorts and organizes messages (by phone or fax) for guests in accordance with established systems for the task; coordinates immediate delivery with Concierge.
Prepares and distributes relevant report.
Telephone Exchange Operations
Respond to all guest queries / requests for information
Keeps a written record of all messages received and sent for guests / in - house staff / departments.
Handles reservation calls after 9PM and on other occasions when the reservations office is closed.
Ensures in house guest requests are attended to immediately.
Constantly checks / confirms for understanding during the course of the conversation.
Provides general information on Resort facilities or departments, as needed.
Transfers calls efficiently and accurately.
Applies all etiquette standards for handling telephone calls in transferring, taking messages, etc.
Takes down messages for guests and / or Resort personnel where necessary, ensuring that callers name, telephone number, time and date of call and message is noted down; ensures immediate delivery to party called.
Emergency Response Team, Environmental Management System, Food Safety Management System Roles and Health & Safety Responsibilities & Accountabilities
Possesses full knowledge of emergency procedures.
Provides communication assistance to the Emergency Response Team (ERT) during emergency procedures, by strictly adhering to specified procedures.
Attends required training in relation to the Resorts Environmental Management System (EMS), Food Safety, and Health & Safety management Systems (FSMS).
Implements procedures as trained.
Participates in environmental/ food safety/ health & safety-related activities as may be implemented.
