Guest Service Agent at Kempinski Hotels

Key Responsibilities

• Answers all incoming calls, connects them to the appropriate extension in an efficient, friendly and caring manner according to the Kempinski standards.
• Writes down messages accurately for our guests and delivers messages in a timely manner.
• Handles wakeup call requests and writes up a wakeup call summary.
• Answers all guest questions / requests in a friendly and caring manner, takes appropriate actions or if needed, refers the matters to the relevant persons to handle.  It may be providing information or assistance to make an outside call or handling a complaint, etc.
• Keeps a complete record of each DDD (Domestic Direct Dial) and IDD (International Direct Dial).  Coordinates with front office reception all telephones charges to ensure they are billed and collected from guests.
• Monitors in-house movie channels in addition to outlets and public area’s music to ensure smooth and proper functioning.
• In case of emergency, handles all communications for the hotel whilst serving as the communication center.
• Keeps abreast of telephone directory, new staff and leavers, emergency procedures, special promotions and general hotel product knowledge.
• Maintains the neatness of his/her working area at all time.

Skills, Knowledge and Expertise

• Minimum of one year experience in a guest service position
• Excellent oral and written English skills
• Good Communication skills
• Proficiency in Microsoft Office (Word, Excel and PowerPoint)
• Knowledge of Opera
• Knowledge of Front desk operations is an added advantage