Communication Centre Agent

Job Description

• Reporting to Assistant Front Office Manager, this role is responsible to ensure that all calls received are answered quickly and that a prompt follow-up is done correctly. Their tone of voice, politeness & dynamism must be outstanding.
• Manage Communication Center and deliver the highest quality of standards.
• Receive all the calls from outside the resort and coordinates the internal calls.
• Ensure that all tasks performed are procedurally correct, timely, and of consistent quality.
• Act quickly and efficiently, following the guest requests and instructions received by her/his supervisor.
• Handle Wake-Up Calls, Guest Messages, In-Room Dining orders.
• Responsible to ensure that all phone calls are answered within 3 rings; he/she will then find the polite and tactful way to keep on hold a guest when it is required.