• توفير وإنجاز الإجراءات الفورية لكل إهتمامات النزلاء.
• التأكد من إستكمال كل المتابعات في الوقت المحدد.
• العمل مع الأقسام المعنية لضمان الفعالية في تلبية إحتياجات النزلاء.
• الترويج لخدمات ومرافق الفندق لتشجيع تقديم خدمة إستثنائية.
• العمل بدون إشراف و إتخاذ قرارات مستقلة لتعزيز تجربة الضيوف.
• القدرة على المساهمة في تعزيز بيئة عمل جماعي عن طريق مساعدة زملاء العمل في جميع الإدارات ذات الصلة. وضمان الإهتمام بالتفاصيل وتسجيل كل قضايا النزلاء.
• تولي كل مكالمات إيقاظ النزلاء على مدى الـ ٢٤ ساعة طوال الأسبوع.
• تولي كل فاكسات الفندق الرئيسية على مدى الـ ٢٤ ساعة طوال الأسبوع.
• تولي مكالمات الطوارئ و إستدعاء طبيب الفندق عند الحاجة على مدى الـ ٢٤ ساعة طوال الأسبوع.
• Ensures all directions are followed out at the request of any level of Senior Management
• Keeps abreast of all product knowledge, ranging from daily functions, services and facilities available, and marketing and promotional activities.
• Projects a favourable image of the hotel, through a positive and professional attitude, manner, and presentation.
• Maintains a positive relationship with Guests and Colleagues by meeting and exceeding their expectations through Heart Felt Service.
• Ensuring that all hotel team members are providing prompt, attentive and friendly service at all times through monitoring Mystery Shopper results, and CSM averages.
• Maintain personal presentation and hygiene as per the grooming standards issued by Swissôtel Hotels & Resorts.
• Ensure Guest details remain confidential.
• Reports any hazards, risks, accidents as required
• Abides by and is aware of all relevant Occupational, Health & Safety legislation
• Answer all incoming calls within three rings, using the Swissôtel Hotels & Resorts greeting standards.
• Respond to queries received by any form of media within a 24 hour time frame, or pass them onto the appropriate personnel.
• Constantly reviewing the performance and operations of yourself and the department through monitoring Mystery Shopper results, and CSM averages
KEY TASKS:
• Always remain professional in attitude, manner and presentation providing Guests with a 5 star Hear Felt Service, including using their name where possible, and acknowledging Guests with eye contact as they approach the desk.
• Keeps abreast of all product knowledge, ranging from daily functions, services and facilities available, and marketing and promotional activities.
• Assist Guests with general enquiries, providing accurate and detailed information
• To competently use workplace equipment and computers, with no mishandling or misuse of the hotel computer system
• Ensuring that all equipment is maintained, and reporting any faults or maintenance problems to your supervisor.
• Ensure your workspace is tidy and equipped with all supplies required to complete a shift.
• Answer all calls within three rings, using the Swissôtel Hotels & Resorts greeting standards.
• Prepare for Guest arrivals in accordance with Swissôtel Hotels & Resorts’ procedures, including special request reservations and VIP Guests.
• To provide a professional and timely check in service for arriving hotel Guests which adheres to Swissôtel Hotels & Resorts’ policies and procedures
• To ensure that security protocol is adhered to regarding Guest ID and issuing of keys
• Maintain the Guest profiles in Fidelio using information gathered upon check in
• To ensure that Guest details are kept confidential and not distributed to any unauthorized personnel.
• Inform guests of all facilities and services available within the hotel
• To handle Guest requests and complaints according to Swissôtel Hotels & Resorts’ policies and procedures.
• To provide a professional and timely check out service to Guests which adheres to Swissôtel Sydney’s policies and procedures.
• To deal with Guest accounts, including payments, deposits, exchanges, adjustments and disputed charges and PM accounts according to hotel procedures.
تفاصيل الوظيفة
| 2015-04-20 | تاريخ الإعلان عنها: |
| مكة المكرمة, المملكة العربية السعودية | منطقة الوظيفة: |
| خدمة العملاء | الدور الوظيفي: |
| الضيافة/السياحة/السفر | قطاع الشركة: |
المرشح المفضل
| مبتدئ | المستوى المهني: |
تقدم الآن - وظائف في السعودية - وظائف في جدة, المملكة العربية السعودية - وظائف في الرياض, المملكة العربية السعودية - وظائف خدمة العملاء في السعودية - بحث عن جميع الوظائف
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