Guest Service Centre Associate

• Investigate complaint regarding Service Centre and take appropriate action to resolve the dissatisfaction.

• Ensure that enough associates are available to serve the call.

• Assist Team Leader - Service Centre in training new associates and provide periodically familiarization tour of the hotel to achieve a good performance.

• Monitor the performance of the PABX, voice mail, call accounting system (if any).

• Ensure the maintenance order for the guest telephone set repaired within the set standard.

• Carries out any other reasonable duties and responsibilities as assigned.

• Answers all internal generated guest and delivery-related associate calls. Must speak slowly and clearly so that the other caller can hear clearly and all In House guest to be address by guest name at least three times during the conversation.

• Dispatches delivery/request, Engineering, Housekeeping, Laundry, In Room Dining, and Luggage Assistance and to other’s related department/section with a proper follow-up and follow through.

• Answers guests’ questions and assists them with their needs, ensuring all requests are followed through and completed.

• Handles guests’ complaints and takes action to resolve problems.

• Accepts and relays guests’ messages, either manually, written or through voice mail system.

• Takes requests for wake-up calls and follows through to ensure guests receive their wake-up call at the requested time.

• Communicates situations where guests are dissatisfied or experiencing a problem and offers the resolution to the Duty Manager.

• Follows all accounting procedures according to guidelines to ensure proper revenues and payment on accounts are received and credited.

• Maintains up-to-date knowledge of all hotel and area events and activities so that guests will receive accurate and prompt information when requested.

• Has extensive knowledge of the Room Service and Beverage Menu and provides guests with further information than what is on the menu.

• Provides a professional and immediate response to guests concerning all menu items and their preparation.

• Greets guests with a cheerful and pleasant voice using guests’ names at least three times during conversations.

• Performs functions of a concierge, their duties and requests, via telephone.

• Responds to emergency situations calmly and effectively, according to hotel guidelines.

• Creates an organized, cooperative, and well run work environment by completing shift checklist and following through on responsibilities.

• Helps to identify process problems and deficient areas in the hotel and suggests solutions for permanent fixes.

• Performs other duties as requested by management, willing to work long hours if require during busy period or short manning, during weekends and public/festive holiday.

• Be familiar with all food outlet menus and specials, including seasonal changes and special promotions.