Guest Service Center Agent
Wyndham Hotels & Resorts
Dubai, AE
منذ 4 يوم

Wyndham Dubai Deira is now seeking a Guest Service Center Agent to join our team in Dubai, United Arab Emirates

SUMMARY

The role holder will operate the telephone switchboard station in order to answer telephone calls and process guest requests for wake up calls, screening calls, and other requests related to placing or receiving telephone calls.

Advise guest of any messages (e.g. voicemail, e-mail, faxes) received for them and send to room, if required. Answer, record, and process all guest calls, requests, questions, or concerns.

Receive, record, and relay messages accurately, completely, and legibly. Log all guest requests or issues into computer, contact appropriate individual or department and follow up with guests to ensure their requests have been met to their satisfaction.

Provide information to guests about room features, property amenities, and local areas of interest.

KEY RESPONSIBILITIES

  • Ensure Wyndham Dubai Deira brand standards, policies and procedures are adhered to all times.
  • Maintain complete knowledge of all hotel features / services, hours of operations, all hotel restaurant food concepts, menu price range, dress code and ambiance, all hotel room types, numbers / names, layout appointments, amenities and locations, all hotel room rates, special packages and promotions, daily house count and expected arrivals / departures scheduled daily group activities, names and locations of meeting / banquet rooms, room availability status for any given day.
  • Maintain cleanliness throughout the areas.
  • Log all guest requests on the log sheet and mention guest name , room number and time
  • Answer and direct all external incoming telephone calls following the standard telephone etiquettes
  • Handles guests’ complaints by taking necessary actions to resolve problems and escalates any concerns in a timely manner.
  • Accepts and relays guests messages, either manually, written or through voice mail system
  • Takes request for wake up calls and follows through to ensure guests receive their wake up call at the requested time.
  • Greets guests with a cheerful and pleasant voice using guests name at least twice during the conversation
  • Responds to emergency situations calmly, effectively, according to hotel guidelines.
  • Actively participate in sending and distribution of all incoming and outgoing faxes and messages
  • Understand and know all SOPs for fire evacuation, your role and what is required in Emergency situation
  • Successful completion of the training / certification process
  • Develop and maintain positive and productive working relationships with other team members and departments. Support all co-workers and treat them with dignity and respect
  • Maintain complete knowledge of all hotel features / services, hours of operations, all hotel restaurant food concepts, menu price range, dress code and ambiance, all hotel room types, numbers / names, layout appointments, amenities and locations, all hotel room rates, special packages and promotions, daily house count and expected arrivals / departures scheduled daily group activities, names and locations of meeting / banquet rooms, room availability status for any given day
  • Perform any other works as and when assigned by the supervisor and / or management
  • Follow, comply and ensure that all service requests and incidents either requested by a guest
  • Assist guests with internet access
  • Perform any other works as and when assigned by the supervisor and / or management
  • SKILLS & COMPETENCIES

  • Customer Focus
  • Teamwork
  • Adaptability
  • Strong communication skills
  • Attention to detail
  • EXPERIENCE, CERTIFICATION & EDUCATION

  • At least 2 years in a similar position in a brand hotel
  • Fluent English language skills written and spoken, Arabic desired
  • Good team player with positive customers service mind-set.
  • Good knowledge of OPERA System
  • Being able to work in shifts
  • Being able to stand / sit during shift (9 hours)
  • Computer literacy
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