To ensure friendly, hospitable and efficient service to guest on the telephone and in the AYS area at all times in all applicable languages. Be able to understand and satisfy all guest requests. Be able to handle messages, faxes, packages and computer services professionally and to guest’s satisfaction.
Be informed about daily operations. Be able to explain details over the telephone and be able to explain all equipment available to the guest in a professional, friendly manner.
QUALIFICATIONS/PRE-REQUISITES:
Guest-focused personality
Ability to meet the standards of appearance
Self-controlled disposition
Honesty and integrity
Upbeat, positive attitude
Pleasant and appealing tone over the telephone
Ability to work within a team
Display hospitality skills
Computer competency
Knowledgeable about telephone equipment, computer equipment, fax machine, and copy machine
JOB REQUIREMENTS:
Program wake-up calls in the system and use accurate rooming list for group wake-up calls
Be familiar with Standard Operating Procedures
Be familiar with all emergency procedures and the fire system
Carry out all reasonable requests by management
PRIMARY DAILY JOB FUNCTIONS:
Answer all incoming calls within two rings
Answer the phone with the agreed speech
Use the customer’s name whenever possible
Before transferring a call, explain to the guest that you will transfer to the requested person, department, etc.
Use appropriate farewell greeting
Prepare wake-up list accurately. The list has to contain the name, room number, wake-up time and language
Make room reservations as calls are received
Build group blocks
Accommodate the Sales Department in updates, corrections, and changes in group block as needed
Keep office clean at all times and make sure that enough supplies are available
Update the visual board daily and be informed about memos and daily operation
Update and maintain Guestware
Inform your supervisor of complaints and other challenges