Process all incoming and outgoing calls accurately and courteously
Ensure smooth internal telecommunication as per Hotel Standards
Record and control wake-up calls accurately
Assist guests with international calls and directory queries. Address guests by name whenever possible
Obtains all the necessary information to complete a room reservation in the Opera system, i.e. stay dates, flight details, rates, special requests and reservation notes.
Assist guests in a seamless food and beverage reservation and/or reservation changes or cancellations and other special requests.
Works closely with the restaurant managers to maximize the capacity of the restaurants
Bill call cost
Handle guests requests promptly, report complaints and irregularities to the Call Center Supervisor
Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
Abide by principles of guest privacy
Be aware of local telephone listings and frequently dialed numbers
Advise defects on switchboard equipment to Supervisor
Maintain a clean work environment
Maintain complete knowledge of all food & beverage services, outlets and hotel services/features. Be knowledgeable of ALL enrollments, ALL Points
Attend all briefings, meetings and trainings as assigned by management
Report for duty on time wearing clean and complete uniform at all times
Maintain a high standard of personal appearance and hygiene at all times
Perform other reasonable duties assigned by the Management of the Hotel
Qualifications
Diploma in Tourism / Hospitality Management
Minimum 1 years of relevant experience in a similar capacity
Excellent reading, writing and oral proficiency in English language
Ability to speak other languages and basic understanding of local languages will be an advantage
Strong leadership, interpersonal and training skills
Good communication and customer contact skills
Ability to multi-task, work well in stressful & high-pressure situations
