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Call Center Agent

1 month ago

Ras alKhaimah, United Arab Emirates PULLMAN Full time

**Company Description**
"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
Do what you love, care for the world, dare to challenge the status quo #BELIMITLESS"
**Job Description** We are Heartists®**

“Heartist©” describes both our culture and who we are. Everything we do comes from the heart, and we’re experts in what we do. Generous, attentive, and free, we ensure that everyone can come as they are, and feel like they belong. As one big team, we know that only together can we do amazing things

We believe that the world is more welcoming when we’re connected. So that we see what we have in common, instead of what sets us apart.

**Job Description:

- **

**The Role**
- As a Front Office team member you are part of a team that is responsible for the smooth stay and experiences of the guests.
- This service must be sincere, warm and with enthusiasm ensuring that all guests are comfortable in their surroundings and are assisted where ever possible.
- He / she should be empathetic to all mood and time restrictions.
- He / she must ensure a smooth operation of his / her service area as governed by contract and deemed by operational requirements.
- One should be creative and confident and be prepared to step outside of the confines of comfort.
- He / she should take the time to get to know the guests and be committed to service excellence.
- Team play is imperative and having the time to invest in self and employee development is mandatory.

**Key Deliverables and Responsibilities**

**Planning and Organising**:

- Ensure that all Accor & Resorts standards are adhered to
- Guests should not be kept waiting.
- Guests should be made to feel welcome, feel at home and relaxed
- We are to anticipate guests needs so there is little need to ask us for anything
- “Yes is the answer, what is the question?” is a key mind frame

**Operational**:

- Read the Log Book and receive any handover from the Night Manager/Duty Manager.
- Ensure all the systems are up and running within the telephone operators room, report any defects
- Know which events and meeting we have in the hotel
- Familiarize with the local news and major events in the city
- Answer all guest information in a quick and efficient
- Update and maintain files as requested by the Telephone Operators Supervisor and Front Office Manager
- Maintain guest data base and feed in guest history
- Attend daily briefings and training
- Action any pending issues that was logged and follow up with the concerned.
- Prepared guest complaints summary and communicate the same to your Supervisor.
- Daily check all meetings, functions, seminars, and event that is taking place during the day
- Ensure complete courtesy, friendliness and professionalism at all times, smile
- Oversee and control all collateral make sure that all collateral is as per the Hotel standards
- Handle guest complaints with utmost courtesy and professionalism, report immediately to senior management.
- Update Hotel information & promotions and communicate with the Front Office
- Ensure proper filing system is in place for proper filing of guest records.
- Maintain standards and up sell where ever possible, follow Quality Assurance check list
- Any other task as requested by the Front Office Manager

**Administration**:

- Establish and maintain effective employee relationships
- Maintaining all records

**Generic Aspects on Hygiene / Personal Safety / Environment/Confidentiality**:

- Ensure proper care of all equipment and furniture entrusted for Heartists use.
- Be well-familiar with the hotel's policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel's emergency procedures in regard to fire, medical, bomb threat, black-out and evacuation.
- Respects and ensures respect of the hotel's commitments to the "Environment Charter" of Planet 21 program (saving energy, recycling, sorting waste etc).
- Understands and strictly adhere to the Rules & Regulations established in the Heartists Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.
- Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
- Does not disclose any financial information or any other information of the Accor Hotels.

**Our Values**

Our values are our common language, they drive us every day. Embodied in and flowing through our Heartist program, a symbol of our identity and culture, these values are the bedrock that binds us to the Group. They perpetuate and spread -beyond professions, persons, countries and cultures
- the sense of hospitality and service, our strength and nou

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