Location
New Delhi | India
Job description
Job Description
- Ensures all calls from guests and external calls are handled in a timely manner (answered within 3 rings) and professionally with Pullman & Novotel’s policies and procedures as a key factor.
- Build rapport as first point of contact with Guests and provide personalized service
Operational Processes
- Answer all incoming calls.
- Records and channels guest request to appropriate departments using HotSOS
- Performs follow‐up calls to guests concerned to ensure service facility defect has been rectified to satisfaction.
- Makes operator assisted calls
- Records guest’s messages
- Ensures correct transmission and receipt of facsimile.
- Accurately records all requests for wake‐up calls and ensures they are handled correctly.
- Accurately posts the charges for operator assisted and collect calls.
- Knows the hotel and all its facilities, the department and section heads, the responsibilities of each department, the office extension numbers and its respective operation hours.
- Knows the functions and in operating the fax machines.
- Checks the log printers at regular intervals to ensure that the interface system is in working order.
- Checks “Interface Lost Posting” dummy folio in PMS on an hourly basis to ensure there are no postings that are not posted to a guest folio.
- Ensures that the console is always in good working order and the work area is neat and clean at all times.
- Knows how to handle the telephone, radio / music and video equipment.
- Knows all the Emergency Procedures of the hotel and how to handle them.
Administration
- Follow up on traces for the department in Opera PMS
- Have Forms & Formats printed and ready to ensure efficiency in daily tasks
Safety & Security
- Ensures the highest level of safety and security by complying with training programs that deliver a high degree of awareness amongst team.
- Has knowledge of Emergency Procedures and is aware of roles in an Emergency.
Environmental Responsibility – Planet 21
- Follow the environmental initiatives of Accor.
- Acclimates with Accor’s environmental charter initiatives into daily practices
Job tags
Salary
