Description:
Answers all guest calls internally and externally in a pleasant, clear, slow, confident and in a personalized manner according to standards within three rings.
Listens to the guest’s request attentively and coordinate efficiently with departments concerned to ensure prompt delivery of services.
Key Duties And Responsibilities
- To adhere to the department’s Standard Operating Procedures at all times
- To be aware of the departmental fire evacuation procedures
- To work together with all other Front Office and hotel employees and to fully cooperate with staff from other sections and hotel departments at all times
- To respond orally to positive or negative feedback received directly from guests or via comment cards/feedback systems and share strategies/ideas to address potential service shortfalls
- To attend pre-shift and post-shift briefings and be aware of all information communicated, all problems reported and all current VIP guests, hotel promotions and room rates
- To be aware of local market competition, to monitor trends within the industry and make suggestions how these could be implemented in our hotel
- To be innovative, suggesting new ideas and investigating new ways of doing things or new services for our guests
- To handle guest complaints, comments, problems/requests and other incidents in a professional & efficient manner, to document all complaints and incidents properly and to ensure that the Assistant Manager Telephones and Duty Managers are fully informed about all complaints/issues
- To make sure that all Guest Service Centre working materials/equipment, areas, signage are always in good condition and cleaned/maintained regularly and that all faulty equipment, repair matters and health & safety concerns are immediately reported to the appropriate departments for rectification
- To work in a safe manner and to keep work related accidents and sick leave to a minimum as well as to adhere to all laws & regulations of the UAE at all times
- To be fully aware of the hotel’s credit policy and to adhere to all aspects of the credit policy at all times
- To be fully aware of all hotel policies, procedures and government rules & regulations and to maintain good relations with the police and other local authorities at all times
- To be consistently well groomed & professional in appearance and to wear the appropriate uniform and name badge at all times
- To attend departmental meetings and hotel training programs as and when needed or instructed
- Accepts and accurately records all requests received on the extension.
- Records guest request in a timely manner through HotSOS, and on the guest request sheet.
- Follows up to ensure request has been carried out and confirm that the guest’s needs have been satisfied.
- Passes any comments from the guest regarding the services received to the Assistant FO Manager/ Team Leader or Duty Manager.
- Handles general guest inquiries regarding the hotel and its facilities, daily events and functions taking place.
- Ensures to be aware all the time of the hotel product knowledge, hotel facilities
- Ensures that all guests messages are recorded as per hotel standards
- Ensures that all in house guests wake up calls are recorded and completed on time and professional way as per standard
- Updates the Daily Information Sheet with all relevant information
- Prints various reports from Opera and MS Outlook file the same and sent it to Manager in-charge on daily basis.
- To carry out shifts/tasks when required and to perform any other duties that may be assigned from time to time by the Management
- To always be fully aware of all activities taking place in the hotel, the city and the region, so that guests consistently receive up-to-date and correct information
- To always be thoroughly familiar with the hotel and conversant with all hotel services and the opening & closing times of all outlets
- To ensure that all incoming calls are answered within three rings and according to the hotel’s standards
- To ensure that all call transfers are handled according to the hotel standards
- To ensure that all faxes/messages received for guests or hotel departments are recorded correctly and handed over to Concierge/concerned department in a timely manner
- To ensure that all wake-up call requests are recorded correctly, entered into the system immediately and carried out on time
- To actively listen to guests at all times and to strive to answer all questions and solve all issues/problems in a guest-focused manner
- To make sure that all refused business (turn-aways) is recorded correctly outside the opening hours of the Reservations Department
- To make sure that information regarding guests’ preferences received from other departments/employees, is entered into the Guest Service Centre system and guests’ profiles.
Skills, Experience & Educational Requirements
- Minimum High School Graduate
- Hotel Management graduate or Front Office operations certification
- 1 year in similar position in a five star hotel
- Proficiency in English, both verbal and written
- Highly organized and proactive and be able to meet deadlines in a fast-paced environment
- Presentation skills
- Initiative and Commitment to Achieve
- Effective Communication
- Attention to detail
- Problem solving and decision making
- Leadership skills
- Customer focused
- Team work
- Interpersonal skills