FRONT OFFICE ATTENDANT – OTS AGENT

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