Royal Service Agent - Telephone Operator

Job Responsibilities

1. Consistently offer professional, friendly, and engaging service.
2. Process all external and internal calls and emails, either by redirecting calls/emails or assisting the caller/sender.
3. Promptly answer telephone calls and emails, addressing callers and senders in a clear, friendly, and courteous tone of voice.
4. Take ownership of the caller’s request and ensure follow-up according to the hotel’s standards.
5. Have a sufficient working knowledge of all departments, particularly Housekeeping, Front Office, and Engineering.
6. Act as dispatcher through Royal Service for security, guest services, and other colleagues in operations.
7. Update Service Requests and work orders and dispatch them to the right department.
8. Maintain and monitor the “Royal Service” software system and ensure that all services provided at Royal Service are always available and carried out efficiently.
9. Responsibly use all available systems including PMS (Property Management System), telephone system, Royal Service, fax, etc.
10. Maintain the upkeep of all telephone and related equipment within the switchboard to ensure maximum efficiency.
11. Maintain information confidentiality.
12. Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages to/from the computer. Ensure that messages taken are forwarded to and received by guests.
13. 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.
14. 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.
15. Serve as a liaison for guests requiring information relating to all aspects of the hotel, such as F&B promotions, reservations, meeting rooms, etc.
16. Receive and log into the Table Management System the restaurant reservation requests with all information required.
17. Maintain communication with guests regarding lost & found items.
18. Create amenities in the system for efficient delivery and cross charging.
19. Have full knowledge of the hotel’s emergency procedures. Remain calm and polite during emergency situations and/or heavy hotel activity.
20. Promote and lead a service-driven, results-driven work environment.
21. Follow department policies, procedures, and service standards.
22. Follow all safety policies and promote a safe work environment.
23. Other duties as assigned.