Call Center Agent

Job description / Role

• Be capable of looking after your hotel for the well-being of your customers
• Be capable of conveying a positive image of your hotel and brand through your attitude and physical appearance
• Be capable of establishing a high-quality relationship with each customer: be a good salesperson
• Be capable of guaranteeing customer satisfaction
• Be capable of adopting a spirit of cooperation at all times
• Be capable of showing your support for and commitment to your hotel and the brand
• Be capable of being autonomous
• Be capable of being open-minded and self-critical
• Be capable of contributing to the team's organization and development
• Be capable of overseeing the safety of goods and people
• Be capable of contributing to the hotel's profitability in your department
• Implementing Novotel's Sustainable Development list at your job

Requirements

TASK LIST

• Use and maintain Telephone Operator System, phone sets and equipments
• Answering incoming calls as per standards- DONE
• Operates cord or cordless switchboard to relay incoming, outgoing, and interoffice calls
• Make connections and relay calls
• Assist guests in establishing local or long-distance telephone connections- DONE
• Supply information to callers and record messages
• Keep record of calls placed and charges incurred and report to F.O. and Acc Dep't
• Perform clerical duties, such as typing, proofreading, and sorting mail
• Use the Facsimile, printers and Photocopy Machine
• Greet caller and announces name of the Hotel as per standards
• Notify maintenance department of switchboard operational difficulties
• Maintain record of incoming, outgoing long-distance and tie line calls
• Keep record of employees' personal calls and forwards record to Acc. department
• Transfer, put on hold calls and/or taking messages as necessary using standards
• Offer and make call back when lines are engaged
• Carry out information, Emergency and courtesy calls when required by Management
• Route emergency calls appropriately
• Record, relay and route written and verbal messages and reword it for clarity
• Receive and route Emails, Messages and faxes to addressed Dep't or Guest
• Monitor alarm systems in order to ensure that secure conditions are maintained
• Contact security staff members when necessary
• Observe signal light on switchboard, plugs cords into trunk-jack and connectivity
• Show courtesy and friendly with guests and colleagues
• Communicate with other dep't to solve guest problems
• Perform standard techniques in Telephone manners
• Full knowledge about all rooms' types, views, amenities, facilities, furniture and rates
• Full knowledge about hotel services, events and special offers
• Aware of city main events, attractions, shopping malls, conventions and directions
• May use Effective Sales Techniques when requested
• Relocate Guests to other hotels in Sold-Out Situations
• Help Guest with Special Requests
• Respond to Questions About Facilities and Events
• Follow Guest Privacy and Security Measures
• Process Wake-UP Calls via Tel. Operator
• Help Guests to make Reservation in or outside the hotel
• Keep the Tel. Operator area Clean and Orderly prepared
• Read and use the Notice Board and log book for important events occurred
• Print all requested night reports to be presented to FOM
• Inventory and Requisition Tel. Operator Supplies
• Maintain his personal grooming and impeccable appearance
• Respond to Situations Requiring First Aid by calling hotel Doctor
• Respond to Emergency Alarms promptly as per policy
• Be aware of firefighting & evacuation procedures
• Full knowledge and adherence to Accor & hotel policy & procedures

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.