Guest Service Officer (Call Centre)
Share
Job Location:
Monthly Salary:
Posted on:
Vacancies:
Job Summary
- Consistently offer professional friendly and engaging service.
- Process all external and internal calls and emails either by redirecting calls/emails or assisting the caller/sender.
- Promptly answer telephone calls and emails addressing callers and senders in a clear friendly and courteous tone of voice.
- Take ownership of the callers request and ensure follow up according to the hotels standards
- Have a sufficient working knowledge of all departments in particular Housekeeping Front Office and Engineering.
- Answer all incoming IRD (In-Room Dining) calls promptly and courteously following hotel telephone etiquette and service standards.
- Take accurate F&B orders from guests ensuring clarity and confirming special dietary requests allergies or preferences.
- Dispatch all orders and guest requests promptly to the Kitchen and coordinate with service staff for execution.
- Maintain information confidentiality.
- Provide time and information in response to emergencies and guest requests such as plumbing problems housekeeping requests etc. Verify with guests after a reasonable pre-set time whether the request has been delivered. Follow-ups to be endorsed to proper channels.
- Receive wake-up call requests from guests repeat information back to caller as it is taken accurately and expediently log/input information. Deliver wake-up calls at the requested time.
- Serve as a liaison for Guests requiring information relating to all aspects of the hotel such as: F&B promotions Reservations meetings rooms etc.
- Maintaining the communication with the guests regarding the lost & found items.
- Have full knowledge of the hotels emergency procedures. Remain calm and polite during emergency situations and/or heavy hotel activity.
- Promotes and leads a service driven results driven work environment.
- Follow department policies procedures and service standards.
- Follow all safety policies and promotes a safe work environment.
- Other duties as assigned.
Qualifications :
Good communication skills
0-2 years of experience in a similar role
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Advisory
- Asset
- Consumer Durables
- Corporate Sales
- Elevator
About Company
As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a com ... View more
