Job Description
* Provide passionate, knowledgeable and friendly service to external and internal guests at all times
* Assist guests with all enquiries and complaints and provide accurate information to guests about Property facilities and features
* Check guests in and out of the Property accurately and in a timely manner
* Handle guest enquiries and provide information on local attractions – give directions as required
* Take reservations as required in the absence of the Reservations Manager
* Record guest comments for the information of the Head of Department
* Set up guest accounts accurately
* Reconcile cashier floats at the completion of each shift maintaining an accurate float
* Ensure all guest details are fully updated on PMS system to ensure Property information is correct
* Ensure guests who are not Accor ALL members are briefed on features and benefits and signed up to the loyalty program
* Ensure a thorough and clear handover of information to Team Members on the following shift in order to ensure continuity of service
* Ensure special requests are actioned appropriately and in a timely manner
Qualifications
* Previous customer service experience, preferably in a hotel environment
* Strong knowledge of computer systems including Microsoft Office and preferably in Opera
Additional Information
* The ability to work a flexible 7-day roster.
* Exemplary written and verbal communication skills
* Well‐presented with a natural ability to build rapport both in person and over the telephone
* Strong focus and passion for hotel operations
* Ability to deliver excellent customer service
* Self‐motivated with positive and professional attitude
* Proven ability to multi‐task, work under pressure, and think on your feet
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