Customer Service Operator

Roles and responsibilities

• Genuine service personality, with high EQ.
• Minimum of a high school diploma is required/ College degree in Hotel Management or a related field is preferred.
• A minimum of 1 – 3 year experience in a similar position in a 5-star hospitality company.
• Conduct all operational tasks in Front Office while living up to service standards and procedures.
• Go the extra (s)mile where you can.
• Prevent complaints and ensure adequate service recovery where needed.
• Pro-actively communicate with fellow Ambassadors, always with the Guest’s interests at heart
• Guest Interaction: Act as the first point of contact for guests, welcoming them and addressing their inquiries or concerns promptly.
• Service Coordination: Facilitate requests for services, amenities, and information, ensuring guests receive what they need in a timely manner.
• Problem Solving: Identify and resolve guest issues efficiently, acting as an advocate for their needs within the organization.
• Promoting Services: Inform guests about available services and promotions, enhancing their overall experience and encouraging engagement.
• Feedback Collection: Gather and document guest feedback to help improve service delivery and identify areas for enhancement.

• Essential Skills:

• Communication: Strong verbal and written communication skills to engage effectively with guests and team members.
• Customer Service Orientation: A friendly and proactive attitude focused on exceeding guest expectations.
• Problem-Solving Abilities: Quick-thinking skills to address and resolve issues as they arise.
• Multitasking: Ability to manage multiple guest requests simultaneously in a fast-paced environment.
• Attention to Detail: Careful consideration of guest preferences and needs to personalize service.

Desired candidate profile

1. Guest Interaction: Act as the first point of contact for guests, welcoming them and addressing their inquiries or concerns promptly.
2. Service Coordination: Facilitate requests for services, amenities, and information, ensuring guests receive what they need in a timely manner.
3. Problem Solving: Identify and resolve guest issues efficiently, acting as an advocate for their needs within the organization.
4. Promoting Services: Inform guests about available services and promotions, enhancing their overall experience and encouraging engagement.
5. Feedback Collection: Gather and document guest feedback to help improve service delivery and identify areas for enhancement.

Essential Skills:

• Communication: Strong verbal and written communication skills to engage effectively with guests and team members.
• Customer Service Orientation: A friendly and proactive attitude focused on exceeding guest expectations.
• Problem-Solving Abilities: Quick-thinking skills to address and resolve issues as they arise.
• Multitasking: Ability to manage multiple guest requests simultaneously in a fast-paced environment.
• Attention to Detail: Careful consideration of guest preferences and needs to personalize service.