Call Center Agent

• As a Front Office team member, you are part of a team that is responsible for the smooth stay and experiences of the guests.
• This service must be sincere, warm, and enthusiastic, ensuring that all guests are comfortable in their surroundings and are assisted wherever possible.
• He/She should be empathetic to all mood and time restrictions.
• He/She must ensure a smooth operation of his/her service area as governed by contract and deemed by operational requirements.
• One should be creative and confident and be prepared to step outside of the confines of comfort.
• He/She should take the time to get to know the guests and be committed to service excellence.
• Team play is imperative, and having the time to invest in self and employee development is mandatory.

Key Deliverables and Responsibilities

Planning and Organising:

• Ensure that all Accor & Resorts standards are adhered to.
• Guests should not be kept waiting.
• Guests should be made to feel welcome, at home, and relaxed.
• We are to anticipate guests' needs so there is little need for them to ask us for anything.
• "Yes is the answer, what is the question?" is a key mind frame.

Operational:

• Read the Log Book and receive any handover from the Night Manager/Duty Manager.
• Ensure all systems are up and running within the telephone operators' room; report any defects.
• Know which events and meetings we have in the hotel.
• Familiarize yourself with the local news and major events in the city.
• Answer all guest inquiries quickly and efficiently.
• Update and maintain files as requested by the Telephone Operators Supervisor and Front Office Manager.
• Maintain the guest database and feed in guest history.
• Attend daily briefings and training.
• Action any pending issues that were logged and follow up with the concerned parties.
• Prepare a summary of guest complaints and communicate the same to your Supervisor.
• Daily check all meetings, functions, seminars, and events that are taking place during the day.
• Ensure complete courtesy, friendliness, and professionalism at all times; smile!
• Oversee and control all collateral, ensuring that all collateral meets Hotel standards.
• Handle guest complaints with utmost courtesy and professionalism; report immediately to senior management.
• Update Hotel information & promotions and communicate with the Front Office.
• Ensure a proper filing system is in place for the filing of guest records.
• Maintain standards and upsell wherever possible; follow the Quality Assurance checklist.
• Any other tasks as requested by the Front Office Manager.

Administration:

• Establish and maintain effective employee relationships.
• Maintain all records.

Qualifications

Your experience and skills include:

• Service-focused personality is essential.
• Prior experience working with Opera or a related system.