Guest Service Officer - Communication Center (Saudi Only)

Job description

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Responsible for facilitating efficient communications for both guests and staff both within the hotel and for external communications.

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Confidently operates switchboard consoles, paging system, and associated computer equipment in accordance with departmental procedures.

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Connects local and international calls quickly, courteously and accurately.

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Handles wake-up calls as requested with accuracy, whether they be automatic programmed or personal wake-up calls.

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Acts proficiently in all aspects of emergency procedures. Remains calm, alert, and efficient in the event of a major incident or problem at the hotel and maintains professional discretion.

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Contributes and maintains business like working environment ensuring minimal background noise and conversation which could be transmitted through sensitive headsets.

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Provides quality service to guests, staff, and incoming calls and a wide range of information pertaining to the hotel and activities in and around the city.

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Reports and logs various problems which occur during the shift and passes all relevant information to relieving operator on commencement of duty.

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Accepts and relays messages for guests and hotel personnel.

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Projects the image of courteous, friendly service at all times.

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Answers and connects all incoming calls from both in and out of house.

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Coordinates with Concierge and Front Desk with pending messages, faxes, etc.

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Be fully conversant in all hotel products and services in order to handle guest enquiries efficiently and courteously.

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Provides general information to guests when necessary.

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Takes accurate messages, morning call requests, reservations and orders for/from guests.

Ensures that all reservations, orders, requests, etc. are accurately and quickly relayed to the correct department at all times

Desired profile

Qualifications :

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Provides the appropriate level of professional, courteous and caring service to other associates (internal customers) and other visitors to the division.

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Handles guest and associate enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.

Maintains positive guest and colleague interactions with good working relationships.