Constance Belle Mare Plage
Publicada
Guest Service Communication Assistant
Sobre el trabajo
Job Brief
The Guest Service Communication Assistant is responsible for the efficient handling of all telephone communications in a friendly and professional manner.
JOB DESCRIPTION
Duties and Responsibilities:
Responsibilities and duties for this position shall include, but not limited to the following areas and activities. At management discretion, direction may be given for tasks outside the scope of work described.
- At all times offer graceful, personalized and caring service towards all the guests as you are an ambassador of Constance Belle Mare Plage experience philosophy.
- At all times exhibit good posture and an elegant demeanor, and speak in a polite and attentive manner.
- Always display punctuality and good attendance as an act of responsibility towards guest service and towards your colleagues.
- Ensure to keep yourself updates with role of Front of the House in Fire, Tsunami and First Aid standards, through trainings.
- Attend all the trainings you are assigned to within your department or on resort level.
- Ensure Constance Belle-Mare Plage’s standard are adhered to and followed.
- Attend the phone and action accordingly.
- Attend fax, messages and dispatch appropriately.
- Always provide a courteous answer to all callers in a professional manner.
- Know all heads of department by name, staff and their extension numbers
- Do not give out the guest name or room number to the caller at any time. Seek Duty Manager’s approval.
- Do not give out employees’ personal details to the caller at any time. Seek Duty Manager’s approval.
- Maintain and handle the public area music, in-house television programs correctly.
- Acknowledge basic computer operations.
- Ensure to be aware and prepared of all emergency procedures such as fire alarms, emergency situations, and systems for doctor on call.
- Be aware of all daily functions or events and location of function and extension number.
- Ensure that all the equipment in the department is in working order and in good condition and the work area is clean at all times.
- Ensure that all requests for wake-up calls are indeed fulfilled at the required time.
- Follow procedures by contacting security immediately if the guest does not answer a wake-up call or contact the duty manager.
- Ensure that all wake up calls are manually performed.
- Ensure that all long distant and collect calls are charged to the guest room.
- Relay all guests’ complaints, comments to the Duty Manager or Assistant Managers or Guest Relation Manager.
- Ensure that daily tasks are performed according to checklist provided.
- Take messages and ensure that they are legibly written, in a clear concise manner and correctly spelled.
- Ensure new employees are trained according to standards.
- Ensure that “Alliants tasks” are covered.
- To assist Guest Relation Team where needed, in their daily tasks.
- To input the guests’ comments card in the property management system
- To handle internal and external Audit calls.
- Ensure that all complaints are immediately followed up on and communicated to the relevant departments and resolved within 24 hours.
- Ensure that a complete and updated guest history system is maintained
CANDIDATE PROFILE
Qualification
- Middle or Secondary Education + Additional training or certificates in the relevant field.
Experience
- A minimum of 1 year of experience in hotel industry.
- Proven experience working in a top luxury resorts.
- Experience working in remote island locations is a plus.
Technical skills
- Superb multitasking skills.
- Superb communication skills.
- Attention to detail.
- Computer skills.
- Mechanical skill.
- Fluency in English and another language, written and verbal communication.
- Knowledge of a third language is a plus.
- Departamento: Atención al cliente
La empresa
Situated on the east coast of Mauritius, Constance Belle Mare Plage enjoys a unique setting with its 2-km beach of white sand and 15 hectares of lush gardens.
The beach is perfectly protected by an offshore coral reef, making it suitable for all water sports activities.
Guests have access to other facilities like the gym, U Spa featuring Ymalia, tennis courts, kids’ club and a range of boutiques.
Its seven restaurants and six bars have contributed to the fame of Constance Hotels and Resorts’s culinary spirit.
With its two 18-hole golf courses, Constance Belle Mare Plage launched the first PGA-approved golf tournament in Mauritius and is the proud golf pioneer on the island.
