About this role
The Position
To perform all aspects of Telecommunications services to achieve the highest possible guest satisfaction in accordance with the Hotel’s standards.
KEY ROLES & RESPONSIBILITIES
Process all incoming and outgoing calls accurately and courteouslyEnsure smooth internal telecommunication as per Sofitel StandardsAccurately record and control wake-up callsAssist guests with international calls and directory queriesCall guests by name whenever possiblePage staff member when requestedAbide by principles of guest privacyHandle guests requests promptly and report complaints to the Telephone SupervisorBill call costsAware of local telephone listings and frequently dialed numbersStrictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situationsAdvise defects on switchboard equipment to SupervisorMaintain a clean work environmentMaintain detailed knowledge of the Hotel’s fire, life and safety systemAdhere to OH&S policies and procedures PERSONAL ATTRIBUTES
Written and verbal communication skills in EnglishAble to develop rapport with Colleagues and Management staffAbility to work cohesively with co-workers as part of a teamAbility to focus attention on guest needs, remaining calm and courteous at all timesAbility to promote positive relations with all hotel guests & patronsAble to exercise good judgment with difficult guestsUnderstanding and ability to work in a multi-cultural environmentQUALIFICATIONS
Secondary Education or relevant qualifications in Hotel Management. EXPERIENCE
Minimum 1 year relevant experience preferably in a four or five star hotel