Core Agent
Posted on :
28-09-2024
Employer Active
1 Vacancy
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Job Description
- Basic Purpose:
- To answer all incoming calls from the outside and channel them as appropriate.
- To reply to all guests’ inquiries for accommodation and restaurants availability.
- To articulate the description of the hotel and explain the features to maximize finalizing the booking.
- Thereafter register all the pertinent information within the right systems and follow up thoroughly to make sure the guests satisfaction and smooth operation.
- Coordinate all guests’ requirements pertaining to wake up calls, housekeeping orders, chat messages and maintenance requests.
- Maintain the phones of the Hotel
- Essential Functions:
- To handle incoming and In-house calls
- To capture sales from in-coming reservations calls and coordinate details of each reservation.
- To answer General Reservations e-mail, retrieve and distribute mail
- To inform Manager of any Special Attention, VIP guests and ist in obtaining arrival times for VIPs or Special Attention guests.
- To ensure to complete the checklist pertaining to Core on daily basis: Rooms, PBX, Restaurants
- To keep the daily information sheet and board updated at all times, ensuring that relevant information is handed over to all team members.
- To contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival.
- To update OpenTable whenever required.
- To be able to carry out wake-up call procedures.
- To be fully conversant with the operation of the PBX, DND or call diversion on any room/extension, Speed Dial, Guest & Residences phone issues as required and maintaining appropriate records.
- To maintain inventory of the PBX related materials (telephones, cables, face plates. etc.)
- To answer chat messages on due time following standards & etiquette.
- To be fully aware of the need for discretion in relation to hotel clients and employees, never giving out unauthorized information.
- To comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee.
- To handle guest complaints in accordance with Four Seasons policy.
- To be well versed in general hotel information, selling techniques, hotel facilities, services, hours of operations, key personal, special activities and Four Seasons information
- To be flexible with schedule and proficient in carrying out a night shift.
- Periodically ist other departments in crunch times.
- To perform other tasks or projects as igned by hotel management.
- Standard Duties:
- To be fully aware of Four Seasons core standards and service culture at all times.
- To report to duty punctually wearing uniform. To maintain high standard of appearance and hygiene and adhere to the hotel and department personal appearance standards.
- To provide a friendly and professional service that always exceeds guests’ expectation
- To attend training session as outlined
Employment Type
Full Time
Department / Functional Area
Key Skills
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