- Handle all incoming calls promptly, professionally and in accordance with brand standards.
- Direct calls to the appropriate departments or colleagues with accuracy and efficiency.
- Manage wake鈥憉p calls, guest messages and voicemail services.
- Respond to guest enquiries with courtesy, product knowledge and a service鈥慺ocused approach.
- Monitor emergency lines and follow established procedures during fire alarms, medical incidents or security situations.
- Maintain accurate logs of calls, incidents and communication activity as required.
- Support internal communication between departments, ensuring messages are delivered promptly.
- Assist with lost鈥慳nd鈥慺ound enquiries, guest requests and service coordination.
- Ensure confidentiality and data protection standards are upheld at all times.
- Report system faults or technical issues to IT or management promptly.
- Maintain a calm, professional manner during high call volumes or emergency situations.
- Uphold hotel grooming standards and represent the brand with professionalism.
Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.