About this role
Resolve guests' complaints/ requests and liaise with the department concerned to ensure immediately follow up.Receive each guest call in a professional and friendly manner.Achieve Quality Audit result of 95% and above through consistent documented trainings.Achieve the highest Guest Satisfaction measured by TRUST YOU platform.Be smart, well groomed, friendly and cheerful whilst exhibiting the highest standards of Rixos hospitality all the time.Check Hotel situation, occupancy, functions, groups, VIPs.Show fullest cooperation and respect within the team and other departmentsUtilize interpersonal and communication skills to lead, influence, and encourage the team; advocate sound financial/business decision-making; demonstrate honesty/integrity; always lead by example.Builds mutual trust, respect, and cooperation among team members.Maintain effective communication with all related department to ensure smooth service delivery.Handle every query in a polite and courteous manner and exceed guest expectations.Ensure guests are greeted by name upon calling as per Rixos Standards.Maintain an up-to-date knowledge of the hotel and local services.Telephone lists are continually updated.Complete management's long distance call vouchers and record them on the traffic sheet.Maintain the guest wakeup call sheet and deliver calls accordingly on time and to the established standard.Ensure the proper operation of the switchboard, resulting in fast and efficient transferring of internal and external calls 2–5 years of experience Professional appearance: Well-groomed, appropriately dressed, punctual, and dependable.Experience: Previous experience in hospitality, concierge work, reception, customer service, or a similar position. Be aware at all times of the management schedules and contact details.Monitor the long distance call logs, faxes and messages.Co-ordinate communication within the hotel in the event of emergency.Attend training classes as per scheduleShow fullest cooperation and respect within the team and other departmentsBe aware of the daily activities and has product knowledge of all the hotel facilities