Telephone Operator
- Resolve guests' complaints/ requests and liaise with the department concerned to ensure immediately follow up.
- Receive each guest call in a professional and friendly manner.
- Achieve Quality Audit result of 95% and above through consistent documented trainings.
- Achieve the highest Guest Satisfaction measured by TRUST YOU platform.
- Be smart, well groomed, friendly and cheerful whilst exhibiting the highest standards of Rixos hospitality all the time.
- Check Hotel situation, occupancy, functions, groups, VIPs.
- Show fullest cooperation and respect within the team and other departments
- Utilize interpersonal and communication skills to lead, influence, and encourage the team; advocate sound financial/business decision-making; demonstrate honesty/integrity; always lead by example.
- Builds mutual trust, respect, and cooperation among team members.
- Maintain effective communication with all related department to ensure smooth service delivery.
- Handle every query in a polite and courteous manner and exceed guest expectations.
- Ensure guests are greeted by name upon calling as per Rixos Standards.
- Maintain an up-to-date knowledge of the hotel and local services.
- Telephone lists are continually updated.
- Complete management's long distance call vouchers and record them on the traffic sheet.
- Maintain the guest wakeup call sheet and deliver calls accordingly on time and to the established standard.
- Ensure the proper operation of the switchboard, resulting in fast and efficient transferring of internal and external calls
- 2–5 years of experience
- Professional appearance: Well-groomed, appropriately dressed, punctual, and dependable.
- Experience: Previous experience in hospitality, concierge work, reception, customer service, or a similar position.
- Be aware at all times of the management schedules and contact details.
- Monitor the long distance call logs, faxes and messages.
- Co-ordinate communication within the hotel in the event of emergency.
- Attend training classes as per schedule
- Show fullest cooperation and respect within the team and other departments
- Be aware of the daily activities and has product knowledge of all the hotel facilities