Communications Officer

Job Detail

Come join us as a Communications Officer (conventionally known as Call Centre) if the following describes you. You are service-oriented and passionate in achieving customer satisfaction. You are also a good team-player and at the same time a confident individual, willing to learn and take on new challenges. As the Communications Officer, you will be responsible to provide an excellent and consistent level of service to your guests. You will assist the Communications team in the achievement of a smooth and efficient running of the Guest Services Centre Department within the Rooms Division. Principal Accountabilities: 2.1 Provide close guidance to colleagues within assigned shift, overseeing the efficient operations of the Telephone Department in the following: 2.2 To answer phone calls promptly ensuring telephone etiquette is observed and a positive attitude is displayed. 2.3 To attend to Glowing requests promptly, ensuring responses are articulated. 2.4 To ensure all faults and maintenance issues are raised promptly. 2.5 To ensure daily task checklists assigned are followed through and documented. 2.6 To check on wakeup call time requests from guests (FITS, Crew, Groups) and ensure they are promptly processed. 2.7 To check telephone and line fault reported, ensure thorough test is conducted before calling an external contractor. 2.8 Be knowledgeable on telecommunication wiring rates and requests made by sales for function or guest room, ensuring they are effectively processed. 2.9 Be knowledgeable of IDD rates and IDD call checks. 2.10 Be knowledgeable of hotel’s telephone and trunk inventory. 2.11 Conduct checks on information on the Concierge Directory and update accordingly. 2.12 To maintain a high grooming standard as required when on duty. 2.13 Be knowledgeable of Hotel’s Policies and Procedures. 2.14 Have a thorough understanding of the various services provided by the Hotel. Communication & Working Relationships: 3.1 Interacts with different departments.