Royal Service Agent

The Position

To perform all aspects of Telecommunications services to achieve the highest possible guest satisfaction in accordance with the Hotel’s standards.

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

PERSONAL ATTRIBUTES

• 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

QUALIFICATIONS

• Secondary Education or relevant qualifications in Hotel Management.

EXPERIENCE

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