JOB PURPOSE: Answer hotel telephone and directs calls appropriate extension or room. Clearly communicate with guests regarding hotel information and emergencies. Contacts hotel executives and city services in cases of emergency.
SSENTIAL FUNCTIONS:
- Guest Services: Assist guests with inquiries, room service requests, and other communication-related needs, ensuring a high level of customer satisfaction
- Answers calls originating from external and internal sources. Directs caller to appropriate extension or room.
- Follows all safety, security and confidentiality procedures.
- Assists guests with directions or other required information.
- Directs hotel staff to assist guests upon request.
- Communicates to callers in a clear and concise manner. Inputs/writes messages using proper grammar and spelling.
- Verifies names and telephone numbers. Properly handles all incoming urgent matters or emergencies for the guests and hotel.
- Works with hotel management and/or security in order to calmly direct appropriate action.
- Appropriately documents all emergencies.
- Operate facsimile to send and receive transmissions for guests. Notify guests of receipts using a computer system.
- Call for repair and technical support of all computer-based PBX equipment.
- Answering telephone calls and providing a well-mannered reply to all telephone callers in a professional manner.
- Tasked with handling all incoming and outgoing calls at front desk of the hotel.
- Expected to remain polite, cautious, decent while talking over telephone and maintain smile all through as reflected through the voice.
- Provide thorough and accurate information about different services, amenities or features that the resort provides.
- Take wakeup call service request from guests and make record of wakeup call services provided to guests.
- Take notes, messages through telephone and properly deliver to appropriate guests through information systems
- Receive and address telephone call within 3 rings.
- Expected to listen to all guest complaints. Properly and professionally handle all complaints and if required seek assistance from maintenance, housekeeping, security or hotel management.
- Properly use all front desk equipment.
- Carefully handle all emergency situations and document appropriately. Notify security and senior management on emergencies such as bomb threats, fire, guest emergency and flood.
- Actively keep contact distribution lists up to date and current
- Keep working area clean and make sure all equipment is functioning properly.
- Expected to maintain good professional relationship with other departments like housekeeping, Laundry, Room Service, Engineering, Sales, Marketing, Accounting, Security etc.
- Other duties as assigned by supervisor or director
REQUIRED QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES):
- Must be at least 18 years of age.
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information, and resolve conflict.
- Ability to prioritize and organize workload to ensure deadlines are met.
- Ability to read, speak, and listen to comprehend the English language in order to communicate effectively to employees, understand reports and related correspondence and accurately perform all essential job functions.