Mandarin Oriental Hotel Group

To carry out any additional duties requested by management, related to hotel operational activities.
Answer hotel’s main telephone number and connect guest and colleagues to the correct telephone extension.
Greet all callers with warm and sincere greeting.
To carry out wake-up call procedures to perfection and maintain accurate and appropriate records
To take and retrieve messages, both in Voicemail and HelloMO, in the appropriate manner.
To be able to take messages in writing and ensuring delivery.
To maintain a good working relationship with all departments
To make sure to assist all departments’ calls when they revert to the board.
Ensure there is sufficient stationary at all times

Tables and chairs should be clean and keyboard should be turn around and discard of any foreign objects
Make sure printers are working at all times and contact IT Department when maintenance or ink are needed
Assist Reservations Department, Front Office and Room Service when needed
Anticipate and recognize individual guest needs.
Able to think clearly, quickly, maintain concentration, and composure to make conscious decisions.
Monitor telephones system problems and alert pertinent departments in an effort to correct said problems in an expedited manner to prevent guest dissatisfaction.
Pass on requests in a timely and accurate manner to appropriate colleagues.
Communicate with security as necessary in the event of an emergency.
Document all guest requests, complaints or problems immediately and notify designated department/ personnel for resolving the situation.

Requirements:

Tagged as: Hotel & Hospitality

Communication Center Agent