Instant Service Agent

WHAT'S THE JOB

Responsible for all aspects of Telecommunications services within the Hotel to achieve the highest possible guest satisfaction.

YOUR DAY-TO-DAY

Financial Returns -

• Bill Call Costs, Assist F&B Department by doing cross-selling to boost Revenue

Responsible Business -

• Records all entries on traffic sheets
• Report on logbook daily
• Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
• Advises defects on switchboard equipment to Supervisor
• Maintains a clean work environment
• Maintains detailed knowledge of the Hotel's fire, life and safety system
• Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard
• Advises defects on switchboard equipment to Instant Service Manager/Supervisor
• Maintain Hotel Information

Elevating Guest Experience -

• Process all incoming and outgoing calls accurately and courteously
• Records and controls accurately wake up calls
• Pages guests in co-operation with concerned departments
• Assists guests with international calls and directory queries
• Refer to guests by name whenever possible
• Abides by principles of guest privacy
• Handles guests needs or requests and reports complaints to the Telephone Supervisor
• Aware of local telephone listings and frequently dialed numbers
• Attends to all guest queries and request promptly

WHAT WE NEED FROM YOU

• Communication skills - guests will need to express to you concerns as well as compliments, so you'll be easy to talk to
• Fluency in the local language - extra language skills would be great, but not essential
• Proficient in the use of Microsoft Office and Front Office System. Possesses problem solving and organizational abilities.
• Flexibility - night at times, weekend and holiday shifts are all part of the job
• Education and Experience - Vocational studies in Hotel Administration, Hotel Management or equivalent, with 1 years experience in front office / guest services / call centre or related discipline including supervisory experience, or an equivalent combination of education and experience.