Job Description
TASKS, DUTIES AND RESPONSIBILITIES
Switch Board
PROVIDE PROMPT, CORRECT COMMUNICATIONS SUPPORT
- Provides courteous service to customers by operating the switchboard according to standards.
- Communicates clearly and courteously.
- Demonstrate fluency in the use of equipment.
- Transfers incoming calls promptly to the appropriate extensions.
- Assists customers make long distance calls by instructing them on the appropriate procedures and/or placing calls for them.
- Responds to customer questions regarding the hotel, in-house facilities and local events.
- Provides courteous, prompt and accurate inter-hotel communications to staff and customers.
- Takes and delivers accurate and complete messages.
- Ensures guest is woken up as requested by accepting, recording and executing wake-up calls.
- Unanswered wake-up calls to be immediately reported to Night Manager / Service Manager.
- Follows established hotel security and safety policies as required.
- Familiarise him/herself with all-in-house guests; especially those with similar family names to be asked for complete name before transferring calls.
- Checks the daily arrival list for VIP’s.
- Is familiar with all International / In-house codes, time zones, charges per minute for calls. Responsible to prepare daily police report (Night Operator).
- Handles the closing of the telephone process and tallies revenue before closing.
OTS
PROVIDE EFFICIENT, PROMPT, TROUBLEFREE, AND COURTEOUS SERVICE
- Ensure a consistence of high standard is maintained in Room Service order taking
- Respect and comply with the service standards of the restaurant in the following topics
- Answering Telephone as per the Radisson standards
- Taking down orders
- Maintain the record of the order
- Cashiering
- Organize order-taking material (control sheets, checks, reports etc.)
- Informing guests about promotions
- Maintains clean and orderly work area in accordance with the hotel’s and corporate standards
- Handles guest complaints tactfully
- Actively pushes high profit food and beverage items
- Maintains a thorough working knowledge of food and beverage menus, to be able to advise guests on selection and promote additional sales accordingly
- Promotes additional sales by taking opportunities to up-sell, in a manner that is professional and courteous
- Makes clear orders to kitchen production, and beverages; registers orders according to hotel procedures
- Confers with the Room Service Supervisor concerning set-ups and last minute changes
KNOWLEDGE OF FRONT OFFICE TECHNOLOGY
- Is fully conversant with the hotel PMS system.
- Is able to operate switchboard, telefax, key equipment, credit card machines and printers, hotel alarm systems and other Front Office equipment.
SECURITY, HEALTH, AND SAFETY
- Ensures that the telephone call accounting system works properly.
- Ensures that guest details are not disclosed.
- Maintains high confidentiality in regards to guest privacy.
- Fully understands the hotel’s fire, emergency, and bomb procedures.
- Follows emergency procedures to provide for the security and safety of guests and employees.
- Works in a safe manner that does not harm or injure self or others.
- Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations.
- Anticipates possible and probable hazards and conditions and notifies immediate supervisor.
- Maintains the highest standards of personal hygiene, punctuality, dress, uniform, appearance, body language and conduct.
- Thorough with the SOS Manual available for handling emergency calls.
MISCELLANEOUS
- Displays a Yes I Can! Attitude at all times.
- Performs opening and closing duties.
- Checks that hotel telephone lines are in working order by doing self call checks.
- Ensures all wake-up call properly timed on the system.
- Stays up-to-date with development in the hotel by reviewing the communications log book each shift.
- Is fully aware of Radisson Blu service concepts.
- Is fully aware of current hotel promotions.
- Knows the names of key people within Radisson Blu and Owners.
- Communicates effectively with customers, colleagues, and supervisors.
- Demonstrates teamwork by co-operating and multitasking.
- Uses the ABC approach to respond to negative comments and complaints; and transfers complaints to the appropriate manager.
- Attends meetings and training required by the Front Office Manager.
- Accepts flexible work schedule necessary for uninterrupted service to hotel guests.
- Maintains own working area, and materials clean, tidy and in good shape; reports defective materials and equipment to the Front Office Manager.
- Continuously seeks to endeavour professionalism in own job function.
- Knows :
- Hotel fire, bomb and emergency procedures.
- Hotel health and safety policies and procedures
- Hotel facilities and nearby places of interest and emergency numbers (i.e. hospitals, petrol stations, tourist sights).
- Hotel and corporate marketing and promotional programs.
- Corporate clients and clients generating high business volume.
- Responsible Business: show involvement and be interested in environmental and/or social issues by participating in Responsible Business hotel and departmental activities.
- Any other duties as assigned by the supervisors.
https://radissoncareers.com/job/front-office-attendant-ots-agent-in-kuwait-kuwait-jid-32436
