Call Centre Agent (Day) at Westin Hotels & Resorts

Job description

 Job Summary

Reporting to the Front Office Manager, the successful incumbent is required to provide professional and excellent customer service by attending to all telephone calls timeously for both internal and external guest as well as to provide and maintain the quality and standards of the Westin Cape Town and in accordance with Marriott Policies and Procedures.

Required Experience & Qualifications

•  A recognized Hospitality qualification would be advantageous
• At least 1- 2 years Call Centre experience within a Hotel environment
• Proficiency in Microsoft packages (MS Word , Excel ,Outlook )
• Working Knowledge in Opera PMS
• Available to work flexible working hours and roistered shifts as and when required
•  Good telephone etiquette

 Key Responsibilities

• Complete all daily duties as set out in departmental duties and requirements.
• Answering incoming and internal calls as per brand standard
• Log and complete wake up calls
•  Logging of events and requests on Star guest
• Managing Let’s chat requests and follow up
• Check and Prepare staff transport log sheets
•  Check stationary orders
• Assist with group preparation when required
•  Credit card cancellations
•  Update guests profiles when needed and as requested
•  Control and manage stock of Gear Landing