Four Seasons
Publicada
PABX - Telephone Operator
Sobre el trabajo
Our Concierge team is dedicated to accommodating guest requests from the ordinary to the extraordinary.
Purpose
To courteously answer in-coming calls, assist with guests’ requests and to handle messages accurately and in a timely manner.
Job Responsibilities
General
- Executes all tasks assigned by his/her superiors
- Demonstrates a high degree of standards awareness; promotes teamwork and acts as role model
- Attends all scheduled training sessions
- Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers; lives the Golden Rule
- Adheres to the hotel's code of conduct and grooming & hygiene standards
- Is seen as working hands-on, assists colleagues in crunch times; Walks the talk
- Actively participates in briefings and meetings
- Maintains a clean and orderly work area and promotes a safe working environment
- Performs any cognate duties as and when required.
Departmental
- Highly motivated to interact with a discriminating clientele to exceed guest expectations, focused on meeting Four Seasons standards of excellence and achieving defined results
- Provides general information and inquiries to all callers and is familiar with all Resort services, hours of operation, key hotel personnel, daily activities, special function, etc
- Is proficient with telephone switchboard, the hotel computer system and facsimile machines.
- Answers all incoming calls promptly with a pleasant tone of voice, using names when possible, and routes calls to proper extensions.
- Accepts and places wake-up calls for hotel guests
- Prepares and updates the telephone extension directory as required
- Ensure accurate preparation and posting of charges for operator assisted calls
- Respond properly in any hotel emergency or safety situation.
- Assist with "Do Not Disturb" requests, screening calls, busy extensions, transferring calls, call forwarding, call holding, call pick-up, call waiting, three-way conversations, collect calls, visitors, and paging equipment
- Report and log all telephone maintenance and operational problems, ensure follow- up on a continuous basis
- Review telephone bills, resolve discrepancies, monitor call accounting system and interface with computer system to maximize revenues
- Assist the manager/supervisor in the reconciliation of monthly telephone bills
- Maintain record of existing equipment, changes, additions and deletions
- Ensure messages are handled accurately and in a timely manner
- Maintain upkeep of phone equipment and headsets, handle telephone change orders and reconcile invoices for servicing of the equipment
- Coordinate all special telephone requests for guests in meeting or guest rooms
- Assists the Reservations department as needed.
- Ensure Fax received for internal and external guests should be delivered promptly.
- Ensure that All Four Seasons Chats should be acknowledged before 90 seconds.
- Answer and follow-up all guests requests through Four Seasons Chats as per FS Chat Standards
- Coordinate all buggy entries and requests.
- Pre-arrival chat message to be sent to guests.
- Perform any other cognate duties as and when required.
Special Requirements
- Holds a diploma in Hospitality and/or 1 -2 years of relevant experience in 5 star hotels/resorts.
- Fluent in both English and French, an additional third language beneficial
- Possesses excellent math and psychometric abilities.
- Possesses business acumen, well developed guest skills and personal flair.
- Computer literate and working knowledge of Opera/ PMS.
Compliance Policies
Grooming Policy
Confidentiality Agreement
Policy Against Harassment
Electronic Systems Policy
Code of Business Conduct and Ethics
Employee Handbook Acknowledgement Form
- Departamento: Operador telefónico