The overall scope of thejob includes handling telephone calls, providing a courteous,professional, efficient and flexible service consistent with thestandards of the hotel and Kempinski policies and procedures inorder to encourage sales and maximize guestsatisfaction.
LQA (Leading Quality Assurance) audit results are 85% andabove.
All rules & regulations arestrictly adhered within the hotel including hotel's policyon fire and safety as well as hygiene regulations includingHACCP.
Hotel and Outlets are promoted usingexcellent conversation skills and selling techniques at alltimes.
Answers telephones according toKempinski standards and dispatches work to personnel to meet theguest requirements, monitors room statuses via hotel PropertyManagement System.
All guest requests areexecuted highly professional and efficiently making the stay ofHotel guests a pleasant and memorable one.
Coordinate with Butlers the delivery of requested on callitems for guests and maintain a tracking sheet for records. F / updaily on guest requests until the guest'sdeparture.
Monitors the filing system andperforms general secretarial work as required.
Handle guest enquiries in a courteous and efficientmanner and report guest feedback to supervisors.
Maintain and updates guest profile according to Kempinskistandards.
Answer all guest requests andquestions in a friendly and caring manner, whether by telephone orin person, provide / receive information and take appropriate actionsor refer the matters to the relevant persons to handle.
Optimizes HotSOS for all guest requests, room issues andwork orders for related department of service.
Follow-up occasions / complimentary amenities, cards andmaintain the Butler's Guide.
Keepabreast of all hotel promotions, product knowledge, VIP arrivals,and upcoming events in order to be able to answer guest requestsand questions.