Provide efficient service for guest registration and departure; maintain accurate guest accounts and provide accurate, helpful information.
Attend to all incoming calls in a professional and polite manner, constantly striving to provide Total Customer Satisfaction.
Maintain strict security procedures to ensure guest confidentiality and safety
Duties:
- Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.
- Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
- Maintain strict security procedures with credit card transactions, accounting procedures, issue of room keys and guest confidentiality/privacy
- Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required.
- Operate switchboard effectively, handling all calls promptly and professionally, greeting all callers according to Accor policy and transfer all calls to relevant departments responding to requests quickly and efficiently.
- Document accurately all internal and guest messages. Distribute according to specified Hotel procedure.
- Maintain an accurate internal phone list for accurate transfer of calls. Connect International and Operator Assisted calls for guests, record accurate charges.
- Assist, as required to screen calls for reservations. Ensure accurate, up to date information is given.
- Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.
- Assisting the Food and Beverage department with the efficient control of breakfast, bar services and needs of guests through the restaurant facilities.
- Attend to other duties as requested by Management and Supervisors