Guest Service Operator at Accor Hotel

Job Description

Scope of Position

• Switchboard Operator is responsible for handling all incoming calls as well as treating all in house guests’ requests 24 hours a day, 7 days a week, in order to ensure their stay at the Pullman Hotel becomes a memorable moment.

Specific Responsibilities

• Responds to all incoming calls complying with Pullman standards and transfers them to the appropriate destination.
• Responds to all in house guests requests and transmits the order to the corresponding dept for request to be treated complying with Pullman standards
• Log all requests and ensures follow up on all of them within standard delay
• Logs and treats wake-up call requests.
• Treats restaurant reservations requests in SPA soft and is aware of all on going promotions and events in the hotel.
• Maintains telephone extension lists updated.
• Arranges special deliveries and celebration of special occasions for our guests.
• Participates in emergency procedures ensuring telephones are answered and coordinates communication till final evacuation.
• Handles emergency line and elevators emergency alarms.
• Receives and distributes faxes for guests, apartment tenants and internal departments.
• Acts in accordance with the standards, conforms to the policies and procedures of Pullman
• Possesses full command of IRIS, Fidelio and other Microsoft applications (necessary training will be provided).
• Co-operates, co-ordinates and communicates with all other departments to ensure highest level of Guest service is maintained and the maximum profit is generated.
• Ensures knowledge of all facilities, services and hours of operation in order to respond confidently and effectively to inquiries.
• Consistently demonstrates a commitment to personal Guest Service excellence and profitably through special duties as assigned.
• Adheres to and promotes all Company Health & Safety policies and procedures to ensure a safe work environment.
• Other duties as assigned.

Qualifications

• Matric