Handles guests’ complaints and takes action to resolve problems.
Performs other duties as requested by management, willing to work long hours if require during busy period or short manning, during weekends and public/festive holiday.
Answers guests’ questions and assists them with their needs, ensuring all requests are followed through and completed.
Investigate complaint regarding Service Centre and take appropriate action to resolve the dissatisfaction.
Responds to emergency situations calmly and effectively, according to hotel guidelines.
Communicates situations where guests are dissatisfied or experiencing a problem and offers the resolution to the Duty Manager.
Has extensive knowledge of the Room Service and Beverage Menu and provides guests with further information than what is on the menu.
Accepts and relays guests’ messages, either manually, written or through voice mail system.
Dispatches delivery/request, Engineering, Housekeeping, Laundry, In Room Dining, and Luggage Assistance and to other’s related department/section with a proper follow- up and follow through.
Performs functions of a concierge, their duties and requests, via telephone.
Monitor the performance of the PABX, voice mail, call accounting system (if any).
Greets guests with a cheerful and pleasant voice using guests’ names at least three times during conversations.
Follows all accounting procedures according to guidelines to ensure proper revenues and payment on accounts are received and credited.
Ensure that enough associates are available to serve the call.
Takes requests for wake- up calls and follows through to ensure guests receive their wake- up call at the requested time.
Maintains up- to- date knowledge of all hotel and area events and activities so that guests will receive accurate and prompt information when requested.
Creates an organized, cooperative, and well run work environment by completing shift checklist and following through on responsibilities.
Answers all internal generated guest and delivery- related associate calls. Must speak slowly and clearly so that the other caller can hear clearly and all In House guest to be address by guest name at least three times during the conversation.
Carries out any other reasonable duties and responsibilities as assigned.
Be familiar with all food outlet menus and specials, including seasonal changes and special promotions.
Ensure the maintenance order for the guest telephone set repaired within the set standard.
Assist Team Leader- Service Centre in training new associates and provide periodically familiarization tour of the hotel to achieve a good performance.
Helps to identify process problems and deficient areas in the hotel and suggests solutions for permanent fixes.
Provides a professional and immediate response to guests concerning all menu items and their preparation.
Ensure the proper maintenance, repair and the use of telecommunication equipment in the hotel and its facilities.
