To serve as the only point of contact for all guest requests and needs. Agent is responsible for answering calls in order, recording the guest requests and then pursuing the issue to a resolution. The agent must exhibit courteous hospitality at all times and fully own each guest issue up to guest highest satisfaction. When in communication with the guest, the agent must be proactive in every area, including offering additional services. Most importantly the agent must coordinate the response to the guest issue and then follow-up with the guest to ensure satisfaction with the result.
Responsibilities
Have knowledge of hotel, hotel staff, and hotel services with hours of operations for all departments involved and surrounding areas. Offer the hotel guests the best possible service through courteous and proper phone answering procedures. Be an ambassador by promoting the hotel, restaurant, lounge, gift shops, etc. Understanding of various payment options and procedures of Room Service. Be able to give accurate directions and information regarding the immediate and metro area. Handle all emergencies according to established procedures. Be able to use sales dialogue in selling the Room Service menu, and beverage. Know culinary terminology. Take all Room Service Orders, as outlined in the New Hire Guide. Have full knowledge of Micros and all functions. Have knowledge of hotel rates, discounts, and how to handle each. Have working knowledge of reservations and OPERA procedures. Know cancellation procedures and walk procedures. Prepare wake up sheets; record the guest’s name and room number under the wake up time requested. Repeat this information to the guest to ensure proper handling of wake up calls in the morning. Set wake up clock or input as request as they come in. Take charges on incoming collect calls or any calls not received by the call accounting system and post in PMS. Handle mail and messages per outlined procedures. Attend all scheduled department meetings. Maintain cleanliness and neatness of work area.
Be familiar with and follow all hotel safety and accident prevention procedures.
Job Details
| Date Posted: | 2013-08-29 |
| Job Location: | Dubai, United Arab Emirates |
| Job Role: | Support Services |
| Company Industry: | Hospitality/Tourism/Travel |
Preferred Candidate
| Career Level: | Mid Career |
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Date Posted: August 29, 2013 at 12:14PM
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AYS Agent - Arabic speaking - JW Marriott Dubai
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