Handle all incoming and outgoing telephone calls, handle faxes for hotel purposes and guest needs, assures efficient pleasant and at all time alert eyed and precise telephone services.

KEY DUTIES / RESPONSIBILITIES

• To maintain a high standard of personal appearance and hygiene at all times by adhering to the Resort Grooming Standards

• To have a complete understanding of and adhere to the resort’s policy relating to fire, hygiene, health and safety

• Ensure the correct operation of the switchboard to effect the fast and efficient transferring of internal and external calls.

• Handle in-coming and outgoing fax messages for hotel guests and hotel purposed

• Maintains the regular service and cleanliness of equipment

• Assures the regular cleaning and hygiene care of equipment

• Follows p with the guest history system in necessary

• Answered questions brief and precise

• Always speaks slow, precise, loud and firm

• Report any incidents instantly to the FOM

• Aware of local telephone listings and frequently dialed numbers

• Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations

• Ensure and maintain the security of information relating to guests and team members in the hotel.

• Ensure a high level of product knowledge of the hotel and local area.

• Deal efficiently and courteously with all guests’ complaints and ensure that you refer to your supervisor or Manager when necessary so follow up is actioned accordingly.

• Deal efficiently and courteously with all customers’ requests by monitoring and following up with the according team members and correct channels.

• Be fully conversant with all facilities and services provided within the Resort for up selling and promoting, maximise sales and revenue for the resort by maintaining a sales attitude all the times.

• Ensure the complete knowledge of all systems used in the Operator department.

• Effect the fast and efficient monitoring and follow up of guest requests.

• To be fully conversant with the hotel Emergency and Evacuation procedures.

• This position includes night shift work as well as early and late shifts on a rotating basis.

• Ensure that there is a thorough hand over at the completion of each shift.

• Any other duties assigned by Management and your manager
• Constantly strive to increase guest satisfaction through quality, creativity, range and value for money available throughout the property.
• Maintains a high guest service focus through can do and a flexible attitude.

• Always try to go the extra mile with every single guest and anticipate his/her needs
• Always provide guests with an enjoyable and memorable experience
• Constantly strive to increase guest satisfaction through quality, creativity, range and value for money available throughout the property.

• To sell the resorts facilities and services by talking to guests about F&B events, excursions etc.

• Seeks to minimise costs through correct use and handling of hotel property and equipment

• Promotes Team Member motivation

• To attend and actively participate in training sessions and monthly communication meetings

• To seek direction and support on a daily basis.

• To keep excellent relationships with team, peers, and all other colleagues of the Resort.

• To report training needs to front Office supervisor and manager, to attend and actively participate in training sessions and Activities organise by department.

• To attend daily operations briefing with direct reports/supervisor.

• Abiding by the guidelines set out in the Employee Handbook.
• Carry out any other duties when directed by the superior.

This is not an exhaustive list of responsibility; it is only an indication of the duties and responsibilities expected from you. You could be subject to any other duty and responsibility by the management as and when required.