Customer Service Agent

IHG Hotels & Resorts

Ras Al Khaimah

AED 50,000 - 200,000

Job description

Provide prompt, courteous and efficient service to all guests to achieve a high level of customer satisfaction through personalized service as per Brand Standards.
Demonstrate a complete understanding of the hotel policies, procedures, service standards, have full knowledge of the hotel facilities, happenings, local conditions and current events.
Rotate in 3 shifts (morning / afternoon / night).
Handle incoming calls and handle wakeup calls.
Work closely with your team members, Supervisors, Managers and also colleagues of other department in a friendly manner assuring mutual respect and encourage each other to create Great Hotels Guests Love.
Maintain the privacy of all guests by ensuring that no details are disclosed.
Take ownership of guest requests and notify them of any delays in performing work orders in accepted standard time and call them back to ensure their satisfaction.
Take ownership of solving guest problems and pass it to the Manager on Duty if necessary and record the guest complaints.
Complete additional tasks assigned by your Service Leader, Supervisor or Manager.
Promptly handle all emergency calls efficiently.
Use Messagebox to log all requests and issues.
Promptly check all e-mails and action accordingly.
Attend shift briefings, read handovers and participate in departmental meetings/gatherings.