What you will be doing:

Ensure that guest calls are received promptly and dispatched to the appropriate individuals/departments
Respond to general hotel questions from outside callers and guests
Complete knowledge of the phone operating system including trouble shooting
Flexible schedule including mornings, evenings, weekends, and holidays
Knowledge of emergency procedures including calls for Emergency Services and use of our Emergency extension
Ensure that guests’ needs are responded to promptly and that all guests are acknowledged, however busy and whatever time of day.
Communicate hotel features, services, and daily activities to guests
Resolve guest complaints, ensuring guest satisfaction with proper follow up and documentation
Log, dispatch and clear tickets within Royal Service Management system
Facilitate order taking for In-Room Dining queries
Suggestively up-sell and offer recommendations on menu choices
Effectively communicate with In-room Dining team and kitchen to ensure prompt delivery
During peak or scheduled times, assist with guest registration at Front Desk and Reservation creation in support of Reservations department
Build guest loyalty through personalized service
Coordinate guest room billing
Respond to all guest requests in person, via email, and via phone
Assist with other tasks as required and where necessary to ensure optimum service to guests

Telephone Operator (Royal Service)

Job Description