DUTIES AND RESPONSIBILITIES
- Guest Service Center Operations
- At the start of the shift, checks / ensures that all needed equipment (headphones, computers, etc.) are ready and supplies are sufficient for the days operation.
- Represents the Front Desk by answering all calls meant for the section.
- Immediately responds to guest requests / concerns by coordinating action with the appropriate departments (e.g. housekeeping, engineering, etc.).
- Accepts, logs and sets wake up call requests.
- Records all guest requests in the appropriate logbook, taking care to include necessary details (e.g. time received, resolution, coordinated with, etc.).
- Keeps track of status of guest requests; calls up the guest to confirm if service has been delivered in the expected manner.
- Answers inquiries of in - house guests related to resort services, facilities, promotions and packages, local and destinations, local / national history, always ensuring that information provided is complete and accurate.
- Facilitates guest reservations for tours, golf activities.
- Receives, sorts and organizes messages (by phone or fax) for guests in accordance with established systems for the task; coordinates immediate delivery with Concierge.
- Prepares and distributes relevant report.
- Telephone Exchange Operations
- Respond to all guest queries / requests for information
- Keeps a written record of all messages received and sent for guests / in - house staff / departments.
- Handles reservation calls after 9PM and on other occasions when the reservations office is closed.
- Ensures in house guest requests are attended to immediately.
- Constantly checks / confirms for understanding during the course of the conversation.
- Provides general information on Resort facilities or departments, as needed.
- Transfers calls efficiently and accurately.
- Applies all etiquette standards for handling telephone calls in transferring, taking messages, etc.
- Takes down messages for guests and / or Resort personnel where necessary, ensuring that callers name, telephone number, time and date of call and message is noted down; ensures immediate delivery to party called.
- Emergency Response Team, Environmental Management System, Food Safety Management System Roles and Health & Safety Responsibilities & Accountabilities
- Possesses full knowledge of emergency procedures.
- Provides communication assistance to the Emergency Response Team (ERT) during emergency procedures, by strictly adhering to specified procedures.
- Attends required training in relation to the Resorts Environmental Management System (EMS), Food Safety, and Health & Safety management Systems (FSMS).
- Implements procedures as trained.
- Participates in environmental/ food safety/ health & safety-related activities as may be implemented.
