Guest Service Agent/telephone Switchboard Operator

3 weeks ago

Abu Dhabi, United Arab Emirates Cristal Hotel Abu Dhabi Full time

**PREFERABLY FEMALE**

**Education and Experience Requirements**:

- High school graduate or equivalent. Must speak, read. Write, and understand the primary language used in the workplace.
- Previous hotel-related experience desired.

**Scope and General Purpose of Job**:

- To be one of the first points of contact for a guest and therefore to be able to offer them the services they need in a quick and efficient friendly manner.
- Mainly looking after the bedrooms division but also to act as an ambassador of the hotel with a wealth of knowledge to share.

**Key Duties and Responsibilities**:

- Ensures incoming guests are given the highest possible personal service.
- Maintains effective communication with all related departments to ensure smooth service delivery.
- Receives guests in a professional and friendly manner, satisfying guest expectations from arrival till departure.
- Takes telephone reservations when the reservations team are not available.
- Greets guests on their arrival ensuring they feel expected and welcome.
- Ensures the guest receives the accommodation he/she is expecting.
- Maintains an up to date knowledge of hotel and local services and supply information respond to guest queries.
- Deals swiftly, efficiently and sensitively to guest complaints and follows through.
- Maintains awareness of guest profile through the guest history.
- Using computerized Front Office systems, process accounts from check-in through to check-out, ensuring accurate posting of food and beverage and supplementary charges.
- Receives payments by cash, cheque, credit card or account, adhering to the company Credit Policy at all times.
- Accurately administers Front Desk Clerical systems and procedures.
- Provides currency exchange services.
- Balances accounts of day’s business at end of shift.
- Comply with all laid down systems and procedures.
- Records all instances of refused business, with reasons of refusal.
- Ensures that all bills closed on shift are checked and are closed correctly to the required standard and policy.
- To regularly check the reception is organized and operating an efficient standard and checklists are completed and forwarded to supervisors.
- Answers incoming calls and places outgoing calls.
- Directs call to guest rooms, staff, or departments through the private exchange system [PBX system].
- Receives guest messages and delivers the same to the guest.
- Logs all wake-up call requests and performs wake-up call services.
- Provides information about hotel services to guests.
- Keep records of calls placed and received by all departments and recording the call charges.
- Ensures the correct operation of the PBX system and VICAs system.
- Carries out administrative tasks.
- Handles every query in a polite and courteous manner.
- Promotes the hotels outlets and special events at all times.
- Maintains an awareness of competitor’s rates and occupancy levels.
- Performs other related duties as assigned

**Job Type**: Permanent

Ability to commute/relocate:

- Abu Dhabi: Reliably commute or planning to relocate before starting work (required)

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