Tasks:

• Achieve positive outcomes from Guest queries in a timely and efficient manner

• Accept and deliver all messages correctly and promptly for both Guests and management

• Ensure all wake up calls take place at the correct time

• Demonstrate knowledge of all hotel facilities and service and use up-selling techniques to promote these offerings when the appropriate

• Handle emergency calls immediately and relay comprehensive and accurate information, as required

• Demonstrate a high level of customer service at all times

• Comply with hotel security, fire regulations and all health and safety legislation

• Attend appropriate training courses, when required

• Demonstrate a knowledge of all hotel services, local attractions and landmarks in the hotel vicinity

• Follow company brand standards

• Assist other departments, as necessary

Skills:

• Positive attitude and good communication skills, especially on the telephone

• Commitment to delivering a high level of customer service

• Ability to work on your own and as part of a team

• Competent level of IT proficiency

Capabilities and distinctions:

• Previous experience in a customer-focused industry