Call Center Agent

• 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.

• 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

• 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

• Maintaining all records

• 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.
• Knows the safety regulations and ensures their application & ensures the safety of people and property in the hotel.
• 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.

Pullman Hotels