Career Opportunities

Responsibility

• Assist the Guest Services Center Manager in planning and implementing training schedules to improve on colleague performance at work.
• Monitor and feedback on colleague performance, assisting in guiding and assisting operators in their daily duties.
• Be well-versed in the operator’s duties and perform daily shift duties with the operator’s team.
• Be responsible for ensuring all equipment is checked regularly and proper checking records are maintained at all times.
• To have knowledge of the operational systems at Telephone / Service Center e.g. PABX / Call Center System / Call Accounting Software.
• To know Niccolo Hotel’s standard operating policies and procedures.
• To know about Niccolo Hotel’s Programmes e.g. GHA DISCOVERY, FFP.
• Conducts regular training for Service Associates.
• Coordinates and ensures timely execution of guest requests by concerned departments.
• Ensures that the console is always in good working order and the work area is neat and clean at all times.
• Knows how to handle the telephone, radio/music, and video equipment.
• Knows the hotel and all its facilities, the department and section heads, the responsibilities of each department, the office extension numbers, and its respective operation hours. Knows the functions and operating the fax machines.
• Checks the log printers at regular intervals to ensure that the interface system is in working order.
• Master and execute the hotel standard greetings with warmth and friendliness for all internal and external telephone connections.
• Be prompt to pick up all telephone calls within 3 rings with readiness to assist in taking messages, transferring calls, or answering hotel inquiries.
• Check and guide agents to ensure good telephone etiquette is observed at all times; Speak clearly and unhurriedly at all times and listen carefully when speaking over the telephone to ensure no miscommunication throughout each conversation. Repeat all messages to callers to confirm the accuracy of the message at all times.
• Knows all the Emergency Procedures of the hotel and how to handle them. Ensure all respective sections are informed at once in case of emergency, such as fire alarm, or bomb threat.

Qualifications

• Minimum 3 years college education
• 2 years of Hotel Service Center experience and one year in a Shift Leader position.
• Good oral English proficiency and telephone etiquette, pleasant and clear ‘telephone voice’ and good comprehension skills, ability to work under pressure, and leadership qualities.