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Customer Service Associate

1 week ago

Dubai, Dubai, United Arab Emirates Grand Excelsior Hotel Full time
Job Description

As a Customer Service Associate at the Grand Excelsior Hotel, you will be responsible for ensuring that all guests have an exceptional experience.

Responsibilities:
  • Answering Calls: Respond to all incoming calls in a professional and courteous manner.
  • Sales Attitude: Maintain a sales attitude at all times to maximize revenue for the hotel.
  • Switchboard Operations: Ensure the efficient operation of the switchboard to facilitate seamless call transfers.
  • Guest Requests: Action guest requests promptly and in accordance with established procedures.
  • Security: Protect customer and personnel information.
  • Product Knowledge: Demonstrate a high level of product knowledge about the hotel and local area.
  • Feedback: Keep supervisors informed of relevant feedback from customers or other departments.
  • Charges: Allocate charges in accordance with the hotel credit policy.
  • Phone Etiquette: Answer all calls correctly using the prescribed script.
  • Policies: Comply with all hotel policies while interacting with guests.
  • Tasks: Perform all tasks as outlined in the Standard of Performance manual.
  • Complaints: Handle guest complaints efficiently and escalate issues to supervisors if necessary.