Call Center Agent (Local Only)

• To carry out any additional duties requested by management, related to hotel operational activities.
• Answer hotel’s main telephone number and connect guests and colleagues to the correct telephone extension.
• Greet all callers with a warm and sincere greeting.
• To carry out wake-up call procedures to perfection and maintain accurate and appropriate records.
• To take and retrieve messages, both in Voicemail and HelloMO, in the appropriate manner.
• To be able to take messages in writing and ensure delivery.
• To maintain a good working relationship with all departments.
• To assist all departments with calls when they revert to the board.
• Ensure there is sufficient stationery at all times.
• Ensure tables and chairs are clean, and keyboards are turned around, discarding any foreign objects.
• Make sure printers are working at all times and contact the IT Department when maintenance or ink is needed.
• Assist Reservations Department, Front Office, and Room Service when needed.
• Anticipate and recognize individual guest needs.
• Able to think clearly and quickly, maintaining concentration and composure to make conscious decisions.
• Monitor telephone system problems and alert pertinent departments to correct said problems in an expedited manner to prevent guest dissatisfaction.
• Pass on requests in a timely and accurate manner to appropriate colleagues.
• Communicate with security as necessary in the event of an emergency.
• Document all guest requests, complaints, or problems immediately and notify designated department/personnel for resolving the situation.

Requirements:

• 0-2 years of experience.
• Good communication skills in both languages.
• Flexibility for shifts.

Company Industry:

• Hotels
• Hospitality

Department / Functional Area:

• Helpdesk
• Customer Service
• Telecalling

Keywords:

• Call Center Agent (Local Only)