Job Description

Guest Loyalty

• Ensures all calls from guests and external calls are handled in a timely manner (answered within 3 rings) and professionally with Pullman & Novotel's policies and procedures as a key factor.
• Build rapport as first point of contact with Guests and provide personalized service

Operational Processes

• Answer all incoming calls.
• Records and channels guest request to appropriate departments using HotSOS
• Performs follow-up calls to guests concerned to ensure service facility defect has been rectified to satisfaction.
• Makes operator assisted calls

• Records guest's messages
• Ensures correct transmission and receipt of facsimile.
• Accurately records all requests for wake-up calls and ensures they are handled correctly.
• Accurately posts the charges for operator assisted and collect calls.
• Knows the hotel and all its facilities, the department and section heads, the responsibilities of each department, the office extension numbers and its respective operation hours.
• Knows the functions and in operating the fax machines.
• Checks the log printers at regular intervals to ensure that the interface system is in working order.
• Checks "Interface Lost Posting" dummy folio in PMS on an hourly basis to ensure there are no postings that are not posted to a guest folio.
• Ensures that the console is always in good working order and the work area is neat and clean at all times.
• Knows how to handle the telephone, radio / music and video equipment.
• Knows all the Emergency Procedures of the hotel and how to handle them.

Administration

• Follow up on traces for the department in Opera PMS
• Have Forms & Formats printed and ready to ensure efficiency in daily tasks

Occupational Health and Safety, interreact, Planet-21

• Demonstrate Awareness of interreact, policies and procedures and ensure all procedures are conducted safely and within guidelines in your departments
• All employees to safeguard their health and safety, and the health and safety of others, in the workplace.
• Engage Our Guests in a sustainable experience,
• Co-innovate with our partners to open up new horizons,
• Work hand-in-hand with local Communities for a positive impact,
• Move towards carbon neutral Buildings,
• Strive for zero food waste & healthy, sustainable Food,
• Act as an inclusive company for our people,
• Engage our Guests in a sustainable experience.