Guest Service Center Agent

Runs the switchboard ensuring incoming calls are given the highest possible service Receives guests calls in a professional and friendly manner ensuring guest expectations are always exceeded Handles every query in a polite professional and courteous manner Ensures that the wakeup call service is handled effectively and efficiently Ensures that the guests are called by their name whenever possible Ensures that every call is greeted to the required standards Maintains an uptodate knowledge of the hotel and local services and supplies information and responds to guest queries Maintains an awareness of guest profiles through the PMS Guest profile Handles any outgoing calls on guest s behalf Deals with any complaint takes action where appropriate and communicates this to the Call Center Supervisor or Senior Manager when not available Maintains an awareness of sales opportunities maximizing revenue Maintains effective communication with all related departments to ensure smooth service delivery Maintains a good working relationship with all front of the house staff Ensures that the Call Center Supervisor is kept fully aware of any relevant feedback from customers or other departments Reports to the supervisor any faults or adjustments and changes in communication equipment throughout the hotel Ensures all charges for calls are correct and posted accordingly Be aware of telecommunication system in the hotel Uses the logging system efficiently Requests and supervises switch maintenance work on a regular basis Maintains the guest wakeup call sheet and delivers calls accordingly on time and to the established standard Records all personnel that are paged and advises accordingly Ensures the correct operation of the switchboard to effect the fast and efficient transferring of internal and external calls Takes messages for guests and management to the required standard Cooperates in the performance of any reasonable task requested by the management Adheres to all hotel policies and procedures Skills Good command of English and one other language preferably Arabic At least 1 year experience working in similar position Good knowledge of Microsoft Excel Word Outlook Econnect Fidelio or similar PMS