Royal Service Agent (Telephone Operator)

KEY ROLES & RESPONSIBILITIES

• Process all incoming and outgoing calls accurately and courteously
• Ensure smooth internal telecommunication as per Sofitel Standards
• Accurately record and control wake-up calls
• Assist guests with international calls and directory queries
• Call guests by name whenever possible
• Page staff member when requested
• Abide by principles of guest privacy
• Handle guests requests promptly and report complaints to the Telephone Supervisor
• Bill call costs
• Aware of local telephone listings and frequently dialed numbers
• Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
• Advise defects on switchboard equipment to Supervisor
• Maintain a clean work environment
• Maintain detailed knowledge of the Hotel’s fire, life and safety system
• Adhere to OH&S policies and procedures

Qualifications

• Written and verbal communication skills in English
• Able to develop rapport with Colleagues and Management staff
• Ability to work cohesively with co-workers as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Ability to promote positive relations with all hotel guests & patrons
• Able to exercise good judgment with difficult guests
• Understanding and ability to work in a multi-cultural environment

• Secondary Education or relevant qualifications in Hotel Management.

• Minimum 1 year relevant experience preferably in a four or five star hotel