Q Assistant (Telephone Operator)

Handle all incoming and outgoing telephone calls, handle faxes for hotel purposes and guest needs, assures efficient pleasant and at all time alert eyed and precise telephone services.

KEY DUTIES / RESPONSIBILITIES

• To maintain a high standard of personal appearance and hygiene at all times by adhering to the Resort Grooming Standards

• To have a complete understanding of and adhere to the resort’s policy relating to fire, hygiene, health and safety

• Ensure the correct operation of the switchboard to effect the fast and efficient transferring of internal and external calls.

• Handle in-coming and outgoing fax messages for hotel guests and hotel purposed

• Maintains the regular service and cleanliness of equipment

• Assures the regular cleaning and hygiene care of equipment

• Follows p with the guest history system in necessary

• Answered questions brief and precise

• Always speaks slow, precise, loud and firm

• Report any incidents instantly to the FOM

• 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

• Ensure and maintain the security of information relating to guests and team members in the hotel.

• Ensure a high level of product knowledge of the hotel and local area.

• Deal efficiently and courteously with all guests’ complaints and ensure that you refer to your supervisor or Manager when necessary so follow up is actioned accordingly.

• Deal efficiently and courteously with all customers’ requests by monitoring and following up with the according team members and correct channels.

• Be fully conversant with all facilities and services provided within the Resort for up selling and promoting, maximise sales and revenue for the resort by maintaining a sales attitude all the times.

• Ensure the complete knowledge of all systems used in the Operator department.

• Effect the fast and efficient monitoring and follow up of guest requests.

• To be fully conversant with the hotel Emergency and Evacuation procedures.

• This position includes night shift work as well as early and late shifts on a rotating basis.

• Ensure that there is a thorough hand over at the completion of each shift.

• Any other duties assigned by Management and your manager
• Constantly strive to increase guest satisfaction through quality, creativity, range and value for money available throughout the property.
• Maintains a high guest service focus through can do and a flexible attitude.

• Always try to go the extra mile with every single guest and anticipate his/her needs
• Always provide guests with an enjoyable and memorable experience
• Constantly strive to increase guest satisfaction through quality, creativity, range and value for money available throughout the property.

• To sell the resorts facilities and services by talking to guests about F&B events, excursions etc.

• Seeks to minimise costs through correct use and handling of hotel property and equipment

• Promotes Team Member motivation

• To attend and actively participate in training sessions and monthly communication meetings

• To seek direction and support on a daily basis.

• To keep excellent relationships with team, peers, and all other colleagues of the Resort.

• To report training needs to front Office supervisor and manager, to attend and actively participate in training sessions and Activities organise by department.

• To attend daily operations briefing with direct reports/supervisor.

• Abiding by the guidelines set out in the Employee Handbook.
• Carry out any other duties when directed by the superior.

This is not an exhaustive list of responsibility; it is only an indication of the duties and responsibilities expected from you. You could be subject to any other duty and responsibility by the management as and when required.