Job Description

ONE TOUCH SERVICE OPERATOR

To increase customer satisfaction by providing efficient, prompt, trouble free and courteous communications support for hotel guests and hotel employees by operating the hotel communication system in line with the hotels and corporate guidelines and service concepts.

TASKS, DUTIES AND RESPONSIBILITIES

Main Responsibilities:

Provides courteous service to guests and employees by operating the switchboard / OTS according to set standards

Communicate clearly and courteously in English

Demonstrate fluency in the use of equipment

Transfer external and internal calls promptly to the correct extension.

Assist guests in making external and long-distance calls by instructing them on the appropriate procedures and / or by placing calls for them.

Communication between various departments and log sheet updating on daily basis.

Respond to and direct guests regarding questions about the hotel, in-house facilities and local events and attractions.

Make reservations for guests as required using the OTS system.

Be conversant in the taking and distributing of messages, telephonic and written as per the message SOPxe2x80x99s. Communication between various departments and log sheet updating on daily basis.

Stays current with developments in the hotel by reviewing the communication logbook each shift; updates log book for next shift

Is fully aware of the relevant service concepts

Is fully aware of, and knows how to handle, all current and future hotel promotions

Manage One Touch Service Emails and distribute to the relevant department

Increases hotel revenue by promoting food and beverage alternatives within the hotel

Minimum Requirements:

• Some knowledge and experience in the OTS
• Good knowledge of and ability to speak the English language
• Well-groomed
• Flexible and able to work shifts
• Yes I Can! attitude

Radisson