The Service Center Agent is responsible and accountable for all operations in relation to the Switchboard and guest message delivery, reservation taking, and information providing, requirement regarding to guest rooms amenities receiving and handling whilst on duty. All duties and tasks performed are to be procedurally correct, timely and of a consistently high quality. The Service Center Agent must also ensure that through personal presentation, telephone manner, effective and efficient work practices and guest service standards, that guests and callers “first” impression of the Hotel is a lasting one of genuine warmth and friendliness and of high standards.
Responsible for ensuring that clear and constant communication line is kept with all staff, areas and hotel department.
To ensure that all guests and callers are provided with concise information concerning the services and facilities provided by the Hotel.
Responsible for the ongoing communication of pertinent information using the Service Center log book provided to other shifts.
To ensure all guests are provided with an efficient operator service as required.
To ensure all guest queries, inquiries and requests are attended to in a helpful and professional, yet warm and friendly manner.
To ensure on a daily basis that you are fully aware of all arrivals to the hotel, and in particular, VIP and return guests, and that you are aware of any special requests so that they may be action accordingly.
To ensure that you are completely aware of the complete range of services and facilities that hotel provides to its guests and visitors.
To ensure you have a complete and thorough knowledge of the outlets of the Hotel, the operating hours and the scope of services that they provide.
To ensure that all telephone calls are attended to in a helpful and professional, yet warm and friendly manner.
To ensure that all reservations are handled in a professional and efficient manner.
To ensure that the Service Center area is not left unattended at anytime whilst on duty.
Responsible for the prompt and correct input of all guest messages.
To identify any faults that occurs on Service Center equipment at anytime whilst you are on duty, contact the Service Center Supervisor on duty or report the fault directly to the Service Center Manager.
Responsible for proving a personal, efficient, friendly and warm wake up call service for our guests as required.
To ensure confidentiality is adhered to in relation to all inquiries in reference to guests or staff with no exceptions.
To ensure as a Service Center Agent at hotel have a comprehensive knowledge of the city, and what is happening within the city at all times, and to ensure that all guest inquiries are met with prompt, informative yet friendly solutions.
To maintain and be aware of the importance of guest recognition。
Responsible for adhering to the rules and regulations of the Hotel, as set down in the Staff Handbook.
To assist and carry out other duties as required and directed.
To be completely aware of the Fire and Emergency procedures of the Hotel and your responsibilities in an emergency.
To acquire, through training provided, a thorough working knowledge of the following:
OPERA- The Hotel computer system
The Telephone systems.
Ensure that the printer of the Call Accounting Interface is in working order and the report is printing out with no paper jammed.
To acquire, thorough training provided, a complete knowledge of all policies and procedures as set down by the Hotel that relate specifically to the Service Center.
To ensure at all times that personal presentation is immaculate, your uniform or work clothes are in line with relevant Front Office.
Obtain briefing from Service Center Captain on problems and situations requiring further attention.
Ensure that all daily reports printed are filed accordingly in the respective files.
Make sure wake-up calls, reservations and all telephone calls are all recorded and followed up accordingly.
Contribute to overall operational efficiency by performing relevant duties as assigned.
Monitor guest service personnel constantly, ensuring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention.
Establish good public relations with all guests.
Provide guests with the most accurate and up-to-date information at all times.
Ensure efficient provision of message relay service by supervising message taking activities and paging services for guests.
Ensure efficient provision of an accurate record of telephone calls by supervising that all guest requests are followed up accordingly.
To report regularly on the happenings within the section.
Keeps Service Center work areas neat at all times.
Thorough familiarity and knowledge of all hotel owners, senior managers and Accor senior personnel.
Thorough familiarity with existing extension numbers of the hotel.
Is conversant with all Accor Loyalty Program, Frequent Flyer programs and benefits.
Thorough familiarity with the rate code, market segment, corporate rates and seasonal promotion rates.
Assumes other duties as assigned by the Service Center Captain.
Provide services and information to guests that are the most accurate and up to date possible, and delivered to the guest in the most meaningful way.
Maintains a very good reputation for the Hotel and assists to increase the overall profitability of the Hotel.
Perform other related duties & special projects as assigned by the supervisor.