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Phone Operator . Anantara Vilamoura Algarve Resort . Portugal

3 meses atrás

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Job Description ROLE AND RESPONSABILITIES: As Operator (M/F), you will report to the Front Office Manager and will be responsible for ensuring general telephone service, establishing internal and external calls.  Within this, the key responsibilities for this position are: To have a strong knowledge of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets and promotions, spa and health club, and other MHG properties.
To understand and be able to operate the telephone operator board or PBX switchboard operations and the Guest Request software To be knowledgeable, during assigned shift, regarding guest in house information, VIP and special attention guests, information about local events and hotel daily functions.
Answers telephone calls promptly and courteously, always with a smile, and handles guest queries following the brand standards and telephone etiquette Answering incoming calls, directing calls to guest rooms or other departments and placing outgoing calls through the switchboard or PBX system.
Be knowledgeable about local and international call charges Keep record of calls placed and received by all departments and recording the call charges Ensures all guest requests are follow up and resolved on a timely basis.
Acknowledge guest concerns and complains and take personal responsibility for ensuring all issues pertaining to guest satisfaction are met.
Identifies & anticipate guest needs.
Maintains guest history profiles with individual needs, likes, dislikes, guest complains and resolutions.
Knows the Hotel telephone directory and keeps the information and contact details always updated including on hotel PMS Takes wakeup call requests and perform wake-up call services following the brand standards.
Ensures all requests are recorded and resolved.
Handles In Room Dining food orders and register them on Micros in GSC.
Ensures to call IRD to follow up on the orders.
Handles the pre-arrival email communication with guests and ensures that proper traces and details are updated in the system for clear communication with the team and the guest while managing their reservations and requests.
  Handles the hotel App messaging service by promptly answering the guest messages with courtesy and accuracy.
Delegates requests received on the app to other departments/sections when not able to handle directly and ensures proper follow up is completed Makes courtesy calls for in house guests to check satisfaction with the stay and does follow up calls with guests that had a glitch (maintenance or cleaning request in the room, for example) or complaint that required to be checked upon to ensure full satisfaction with the resolution Verifies traces report and take actions accordingly.
Handles reservations matters when Reservations Office is closed Verifies the hotel digital Guest Service Directory frequently and ensures the information is accurate and properly updated.
Verifies the hotel Tv channels and brand videos daily to ensure is functioning properly.
Responsible for updating the logbook per shift and taking careful notes concerning handovers.
To be fully aware of emergency procedures including, fire and bomb threat procedures, and knows what action to take when an emergency call is required Complies with week work schedule and understands that due to the business nature some changes might be required to accommodate operational needs.
Verifies and controls stationary needs and inform the person in charge.
Ensures all telephone and console equipment are maintained in good conditions at all times.
To attend hotel events, daily shift briefings and training sessions to improve professional skills.
Qualifications WE LOOK FOR CANDIDATES WITH: - Genuine smile - Good presentation and friendliness - Customer orientation - Passion for service - I like teamwork - Professional attitude - Time flexibility - Autonomy - Professional experience in similar roles.
4 or 5 star hotels - Knowledge of Portuguese and English and preference for another Foreign Language (fluent in speaking).
- Mandatory minimum education - Computer knowledge from the user's perspective Additional Information WE OFFER: .
Integration in a dynamic team, focused on a service of excellence .
Remuneration compatible with the role .
Continuous Training Plan to enhance career development .
Access to the e-learning training platform .
Possibility of functional, national and/or international mobility .
Incentives and Benefits Plan Leisure: .
Special rates for employees, family and friends in the several services of the Minor, National and International Group.
Accommodation .
F&B, among others; .
Additional Dismissal Day to Celebrate Anniversary Day .
Credits awarded based on years of service to convert stays or meals at Minor, National and International Group hotels, resorts and restaurants Health and wellness: .
Health insurance .
Healing Medicine Generic: .
Dining room with free access .
Participation in various internal actions and in social and environmental responsibility projects .
Protocols with local partners - access to discounts for employees