Call Center Agent

Position Statement:

Responsible for handling inbound and outbound calls from customers, assisting with reservations, answering questions or addressing any concerns they may have.  

Position Summary:

• Operates the Call Centre both courteously and efficiently at all times.


• Answers all calls to the set Company Standard promptly, addressing the caller by name whenever possible.


• Ensure accurate early morning calls (both for individuals and groups) are set and correct administration duties are completed.


• Accepts and records all messages for both guests and management ensuring that they are delivered correctly and promptly.


• Handles all emergency calls with proper regard to their urgency and at all times ensuring that comprehensive and accurate information is given.


• Completes shift duties with regard to the maintenance of the systems, preparing up-to-date timed reports.


• Assists with other departmental requests in order to provide the guest with correct level of service and attention.


• Assists the guest at all times with any number of requirements, either over the telephone or face to face within the public areas of the Hotel.


• Using direct customer contact opportunities to promote “in-house sales” e.g. offering to make reservations bookings/follow up on accommodation reservations etc.


• Projects a smart image at all times by complying fully with the grooming and uniform/ dress regulations and by maintaining the highest standards of personal hygiene.


• Adheres to the company’s code of conduct.


• Understands the company’s policy on health and safety at work and ensures that all duties are carried out with regard to the safety of all guests, personnel and other visitors on the hotel property.


• Maintains at all times a clean, uncluttered and well-stocked work place.


• Ensures that “handover” of tasks is completed efficiently, effectively giving accurate information and ensuring that all is understood by the next shift. Uses of daily communication logbooks and other manual records accurately.


• Remains vigilant at all times and complies with the procedures relating to security/fire/health and safety/lost and found items.


• Complies with all standard procedures and maintains effective knowledge of them, immediately actioning any new procedures.


• Ensures and maintains the security of information relating to guests and personnel within the Hotel.


• Works a flexible shift pattern as per department’s schedule.


• Has full and accurate working knowledge of front office systems, the use of the telephone directory, messages, locators, current in-house VIP’s, arrivals, departures, DND’s and any other departmental report.


• Receiving all reservation calls, politely, professionally, and efficiently. Ensure that on arrival and departure accurate dates with the correct payment details to maintain the correct level of customer service.


• Follow call center “scripts” when handling different topics.


• Identify guests’ needs, clarify information, research every issue, and provide solutions.


• Ensuring that any reservations taken throughout the Hotel are accurately entered into the Front Office System.


• Have sound knowledge of all facilities and services offered by the property.


• Ensure your workspace is cleaned and sanitized as directed by Goldwynn. (These processes may change from time to time based on seasonality or recommendations from Health and Safety.)


• Practice good hygiene prior to reporting to work and when returning to your assigned workstation. This includes, but is not limited to: washing your hands, avoid touching your face, limiting unnecessary physical contact with others, coughing/sneezing into a tissue or the inside of your elbow, and disinfecting frequently used items and surfaces in your work area as directed by Management using company provided cleaning products.


• Always comply with Goldwynn standards and regulations to encourage safe and efficient hotel operations.


• Perform any reasonable duties as required.


• Assist in Front Office Operations when needed or directed.


• Work all AM, PM and graveyard shifts as scheduled.


• To carry out any reasonable tasks requested by the Director of Front Office, Front Office Supervisors or any member of senior leadership.