Service Center Associate Rosewood Hotels and Resorts

Job Summary

To serve as the main point of contact for all internal calls and guest requests, in addition to help and correct phone faults and issues whilst, assist all Guests/Associates efficiently, professionally, courteously with enthusiasm and following up to ensure guests satisfaction with desired results.

Essential Duties and Responsibilities

• Answer all incoming calls with proper greetings and telephone etiquette standards.
• Communicates with Guests using Glowing system.
• Conduct departure calls on a daily basis to obtain guest stay experience and departure time.
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain complete knowledge of:
• Scheduled event/daily activities
• In-house groups
• Hotel extension numbers all special requests (DND, screen calls, NRG, etc.)
• Hours of operation of each outlet features and services provided by the hotel
• Set up workstation with necessary supplies and resource materials.
• Secure headset console and log onto system.
• Access all functions of the system.
• Accommodate all telephone, email, WhatsApp requests in a congenial manner within 10 minutes of request.
• Respond to all incoming telephone calls within 3 rings, using proper salutation and closing.
• Route callers to requested guest or hotel personnel/department.
• Monitor busy lines; check back with caller on hold to update status and offer to take a message.
• Monitor unanswered lines; return to caller after rings to update status and offer to take a message.
• Take, record and relay messages accurately, completely, and legibly. Activate/deactivate guestroom messages light, accordingly, distribute hotel personnel/department messages to designated location.
• Accept, record, and deliver wake-up calls.
• Provide callers with accurate information on hotel facilities and services.
• Accept and process all guest requests for:
• Screening calls
• Do not disturb
• Call transfer/forwarding
• Conference calls
• Non-registered guest
• Access system for long distance carrier's foreign language operator.
• Assist callers with local and overseas calls.
• Monitor telephone system problems and raise Knowcross Tickets.
• Document all guest complaints or problems in Knowcross.
• Follow up to ensure completion and guest satisfaction.
• Assist in emergency situations as central communication center for hotel.
• Collect preferences daily and enter into our guest profiles.
• Ensure the use of correct verbiage and avoid using any slang language.
• Follow all LQA and Forbes standard.
• Full knowledge of using Glowing for guest communication from pre arrival, during the stay and post departure.
• All other duties as required.

Standard Responsibilities

• Comply and adhere to the Rosewood company policies.
• Take on other tasks in addition to the ones stated, in a reasonable framework.
• Be a Brand Ambassador at all times and ensure brand integrity and clarity are always maintained.
• Model the company s culture, vision, mission, and core values at all times.
• Display hospitality skills when dealing with guests and associates.
• Ensure high standards of personal presentation and grooming.

Health & Safety

• Be aware of and comply with safe working practices as laid down under the Health and Safety rules, regulations, and procedures as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.
• The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.
• Report any defects in the building, plant, or equipment according to hotel procedure.
• Ensure that any accidents to associates, guests or visitors are reported immediately in accordance with correct procedures.
• Attend Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.
• Be fully conversant with:
• Regulations
• Risk Assessments for your department
• Hotel Fire & Bomb Procedures

Other

• The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.
• As the hotel s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.