Responsible for facilitating efficient communications for both guests and staff both within the hotel and for external communications
Confidently operates switchboard consoles, paging system, and associated computer equipment in accordance with departmental procedures
Connects local and international calls quickly, courteously and accurately
Handles wake-up calls as requested with accuracy, whether they be automatic programmed or personal wake-up calls
Acts proficiently in all aspects of emergency procedures. Remains calm, alert, and efficient in the event of a major incident or problem at the hotel and maintains professional discretion
Contributes and maintains business like working environment ensuring minimal background noise and conversation which could be transmitted through sensitive headsets
Provides quality service to guests, staff, and incoming calls and to provide a wide range of information
Accepts and relays messages for guests and hotel management personnel
Projects the image of courteous, friendly service at all times
Answer and connect all incoming calls from both in and out of house
Provide general information to guests when necessary
Take accurate messages, morning call requests, reservations and orders for/from guests
Report to supervisor and Guest Experience Manager any guest complaints while on duty.
Read the log book, and communicate with colleagues and supervisor
Transfer outside calls to either guests, or hotel services/facilities.
Always answer all calls within three rings.
Record all manual charges for all local/long distance calls correctly.
Assists in regular maintenance of guest history record.
Ensure that Telephone Department areas and equipment are always clean and well maintained.
Specification
Responsible self-starter, capable of handling multi-faceted tasks and of working under pressure.
Excellent communication skills, a proactive problem solver. Attention to detail.
Personable and pleasant to deal with. Discreet, reliable and diplomatic. Honest and approachable.
Positive can do attitude and flexible approach manages with humility. Motivated, passionate and seeks opportunities to be multi-skilled and trained.
Good health physically fit. Good personal grooming & personal presentation.
Able to adapt to changing environment
Skills Required
Excellent telephone and computer skills
Fluent in Korean and English written and spoken; multi-lingual desirable
Work Experience
Holds diploma/degree in Hospitality and Tourism Management desirable.
One of two years working experience in the other related field.
