Royal Service Agent - Telephone Operator

Company : Accor

Job Type : Full Time

Fujairah, Fujairah

Number of Applicants

:

000+

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Job Description - Royal Service Agent - Telephone Operator

Consistently offer professional,friendly and engaging service
Process allexternal and internal calls and emails either by redirectingcalls/emails or assisting thecaller/sender.
Promptly answer telephone callsand emails, addressing callers and senders in a clear, friendly andcourteous tone of voice.
Take ownership of thecaller’s request and ensure follow up according to thehotel’s standards
Have a sufficientworking knowledge of all departments, in particular Housekeeping,Front Office and Engineering.
Act as dispatcherthrough Royal Service for security, guest services and othercolleagues in operations.
Update ServiceRequests and work orders and dispatch to the rightdepartment.
Maintain and monitor the“Royal Service” software system and ensure thatall services provided at Royal Service are always available and arecarried out efficiently.
Responsibly use allavailable systems including PMS (Property Management System),telephone system, Royal Service, fax,etc.
Maintain the upkeep of all telephone andrelated equipment within the switchboard to ensure maximumefficiency.
Maintain informationconfidentiality.
Transcribe complete messagesand repeat information to verify accuracy. Input and retrievemessages to/from the computer. Ensure that messages taken areforwarded to and received by guests.
Providetime and information in response to emergencies and guest requestssuch as plumbing problems, housekeeping requests, etc. Verify withguests, after a reasonable pre-set time, whether the request hasbeen delivered. Follow-ups to be endorsed to properchannels.
Receive wake-up call requests fromguests, repeat information back to caller as it is taken,accurately and expediently log/input information. Deliver wake-upcalls at the requested time.
Serve as a liaisonfor Guests requiring information relating to all aspects of thehotel, such as: F&B promotions, Reservations, meetingsrooms, etc.
Receives and logs into the TableManagement System the restaurant reservations requests with allinformation required.
Maintaining thecommunication with the guests regarding the lost & founditems.
Creating amenities in the system for theefficient delivery and cross charging.
Havefull knowledge of the hotel’s emergency procedures.Remain calm and polite during emergency situations and/or heavyhotel activity.
Promotes and leads a servicedriven, results driven work environment.
Followdepartment policies, procedures and servicestandards.
Follow all safety policies andpromotes a safe work environment.
Other dutiesas assigned.

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