Guest Service Agent at Kempinski Hotels

Job description

Reporting to the telephone supervisor,the incumbent will be responsible for answering all incoming calls originating from within and outside the hotel in a friendly and caring manner according to the Kempinski, ensure that LQA (Leading Quality Assurance) audit results are 85% and above, CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above, Telephone system is always well maintained and Telephone lists are up to date.

Main Responsibilities

• Answer all incoming calls, connect them to the appropriate extension in an efficient, friendly and caring manner according to the Kempinski standards.
• Write down messages accurately for our guests and deliver messages in a timely manner.
• Handle guests' requests for DND (Do Not Disturb) and confidential status.
• Handle personal wakeup call requests for guests according to the LQA standard and automatic wakeup call requests for group and crew guests.
• Answer all guest questions / requests in a friendly and caring manner, take appropriate actions or if needed, refer the matters to the relevant persons to handle. It may be providing information or assistance to make an outside call or handling a complaint, etc.
• In case of emergency, handles all communications for the hotel whilst serving as the communication center.
• Keep a complete record of each DDD (Domestic Direct Dial) and IDD (International Direct Dial). Coordinate with front office reception all telephones charges to ensure they are billed and collected from guests.
• Monitor TV channels in addition to outlets' and public area's music to ensure smooth and proper functioning.
• In case of emergency, handle all communications for the hotel whilst serving as the communication center.
• Keep abreast of telephone directory, new staff and leavers, emergency procedures, special promotions and general hotel product knowledge.
• Maintain the neatness of their working area at all time.
• Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Desired Qualifications And Skills

• Basic Certification in Front Office Operations.
• One-year experience in a customer service-oriented position.
• Local language – excellent oral and written skills (as applicable)
• English – excellent oral and written skills
• Additional language - beneficial
• Listening and oral skills
• Listen attentively and speak clearly
• Writing skills
• Basic knowledge of Hotel Business Operations
• Microsoft Office Applications
• Opera PMS