Service Center Agent

DUTIES AND RESPONSIBILITIES

1. Guest Service Center Operations

• At the start of the shift, checks / ensures that all needed equipment (headphones, computers, etc.) are ready and supplies are sufficient for the days operation.

• Represents the Front Desk by answering all calls meant for the section.

• Immediately responds to guest requests / concerns by coordinating action with the appropriate departments (e.g. housekeeping, engineering, etc.).

• Accepts, logs and sets wake up call requests.

• Records all guest requests in the appropriate logbook, taking care to include necessary details (e.g. time received, resolution, coordinated with, etc.).

• Keeps track of status of guest requests; calls up the guest to confirm if service has been delivered in the expected manner.

• Answers inquiries of in - house guests related to resort services, facilities, promotions and packages, local and destinations, local / national history, always ensuring that information provided is complete and accurate.

• Facilitates guest reservations for tours, golf activities.

• Receives, sorts and organizes messages (by phone or fax) for guests in accordance with established systems for the task; coordinates immediate delivery with Concierge.

• Prepares and distributes relevant report.

1. Telephone Exchange Operations

• Respond to all guest queries / requests for information

• Keeps a written record of all messages received and sent for guests / in - house staff / departments.

• Handles reservation calls after 9PM and on other occasions when the reservations office is closed.

• Ensures in house guest requests are attended to immediately.

• Constantly checks / confirms for understanding during the course of the conversation.

• Provides general information on Resort facilities or departments, as needed.

• Transfers calls efficiently and accurately.

• Applies all etiquette standards for handling telephone calls in transferring, taking messages, etc.

• Takes down messages for guests and / or Resort personnel where necessary, ensuring that callers name, telephone number, time and date of call and message is noted down; ensures immediate delivery to party called.

1. Emergency Response Team, Environmental Management System, Food Safety Management System Roles and Health & Safety Responsibilities & Accountabilities

• Possesses full knowledge of emergency procedures.

• Provides communication assistance to the Emergency Response Team (ERT) during emergency procedures, by strictly adhering to specified procedures.

• Attends required training in relation to the Resorts Environmental Management System (EMS), Food Safety, and Health & Safety management Systems (FSMS).

• Implements procedures as trained.

• Participates in environmental/ food safety/ health & safety-related activities as may be implemented.