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Primary Objective of Position Summary Under the general guidance of the Hotel Service Centre Manager, and within the limits of Park Plaza Policies and Procedures, to provide an efficient and courteous Tele-Communications service at all times in all aspects of the department. To provide administrative support to in house guests and conference attendees. To log, assign, stop, complete, redirect, differ all guest and non-guest requests received. To view and provide information concerning Service Orders and incidents that has occurred on different properties. Logging guest feedback obtained through follow up calls. Accountability Actively participate in assisting to achieve departmental goals and objectives and carry out assigned work by HOD and Executives. Actively engage in your own personal development to benefit the business and improve your personal skills probationary period reviews, annual appraisals, attending training and development courses. Carry out your own training sessions on a regular basis in order to benefit the team. Actively participate in monthly departmental meetings and any other meetings that you are required to attend. Actively participate in addressing complaints and resolving issues. Actively participate to ensure that Staff Handbook is adhered to at all times. Primary Duties To report to work in good time, clean and wearing the correct uniform and demonstrate a high level of personal hygiene To be knowledgeable of hotels and services offered and provide information in regards to using the hotel's facilities e.g. internet, gym, directions, opening hours or tariffs To be aware of any shortfalls in standards and bring them up to the attention of your manager or the Executive. To promote a helpful image to clients and colleagues and give full co-operation to any customer requiring assistance with out a prompt, caring and helpful attitude and to anticipate customer's needs whenever possible, to enhance quality service and in turn enhance client satisfaction. Encourage extra sales to guests at every opportunity. Understand the aims of the hotel and your department. To maintain effective communication within the team and to attend departmental, hotel meetings and training sessions when required. To perform all tasks to a consistent and correct standard as per Standards of Operational Procedures Manual. Place outside calls and answer the switchboard in accordance with agreed departmental and company's brand standards and provide inland and international calls for guests as required and charge these as per procedure Route calls for members of staff to the appropriate extension/departments Make sure that confidentiality is kept at all times by not connecting to any guest room without the confirmation of the guest name, not disclosing room numbers or personal information regarding our customers Ensure use of your own name at all times Ensure that guest names are used wherever possible Take guest messages and ensure they will be received either by voicemail, TV screen or delivered to their rooms Telephone guests in accordance with their wake-up call requests and inform Concierge if the call is not being answered Initiate records of all telephone equipment and ensure a log is kept up to date Maintain and check telephone equipment daily, and report any necessary faults Carry out telephone cleaning duties as required Provide administrative support to all customers on: printing, photocopying, faxing, scanning, laminating, binding, providing wireless internet access and assistance when required Making sure that prices are communicated prior providing the service requested Providing guests with information regarding proper use of office equipment and processes Ensure all equipment, binding & laminating machines, etc are maintained and kept in good repair and report any faults identified Create service orders for all guest and non guest requests received from guests or other members of staff under the correct description, with all the details and according to the time that action is required for Assign all service orders straight after logging then, regardless who the requestor is Follow up all service orders and add any new information Acknowledge guest requests by providing them with information regarding the service orders progress Ensure guest satisfaction by performing follow up calls once the service order is completed and log the guest feedback using the call back option Reopen any service orders which have not been properly dealt with Feedback the supervisors on any data base issues encountered Read the daily handover every morning/afternoon/evening, and familiarize yourself with important information. Familiarize with daily events, their location and specific details Contact the supervisor when specific difficulties arise Ensure that uniforms are clean and maintained and in good repair Check, order and collect stationery items as required Undertake and complete any special projects or related tasks as and when required by the Hotel Service Centre Manager and Hotel Service Centre Executive Ensure guest satisfaction by performing such duties as attending to their requests and inquiries courteously and efficiently, and accepting changes or additions in work hours, which are necessary for the maintenance of uninterrupted service to hotel guests and patrons. Ensure that the work area, materials and equivalent, to report defective materials and equipment to superior. Continuously endeavor to improve the knowledge of the job. Undertake any reasonable request made by a member of management.





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Assistant Manager at Redefine International Hotels Management LTD / IHG

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