Job details
- Lead, supervise, and support the Guest Service Center team to ensure smooth and efficient operations.
- Train and mentor new and existing team members, ensuring they follow proper telephone etiquette and service standards.
- Oversee the handling of incoming calls, ensuring they are answered promptly and courteously.
- Direct calls to guest rooms, staff, or departments using the switchboard or PBX system.
- Monitor the accurate and timely placement of outgoing calls.
- Ensure messages for guests are accurately taken, recorded, and delivered.
- Provide information about hotel services, guest inquiries, and public events.
- Manage wake-up call requests, ensuring accuracy and timeliness.
- Maintain and update the telephone operator board or PBX switchboard systems.
- Ensure paging services for guests and employees are carried out effectively.
- Address and resolve telephone equipment or service complaints promptly.
- Respond appropriately to emergency calls and follow established protocols.
- Ensure the team is well-trained in health and safety, fire, and bomb threat procedures.
- Oversee the opening and closing of telephone functionalities on the front office software.
- Maintain accurate records of calls placed and received by all departments, including call charges.
- Update and manage directory information on the front office software.
- Ensure all team members provide polite, courteous, and professional service at all times.
- Monitor and evaluate team performance, providing feedback and coaching as needed.
- Strong leadership and team management skills.
- Proficient in using front office software.
- Excellent communication, multitasking, and problem-solving abilities.
- In-depth understanding of hotel services and guest satisfaction.
- Ability to handle emergencies and remain calm under pressure.
- Hotels
- Hospitality
- Chefs
- F&B
- Front Desk
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