Business Lounge Agent

Job description / Role

Provides prompt, courteous and efficient handling of all incoming calls and assistance for outgoing calls that transpire through the call centre. Also plays an integral part in assisting with emergencies, (fire, medical, power/system failure) by contacting the designated personnel for immediate assistance. This position effects every department in the hotel, being the central information contact for guest services and inquiries.

Summary of Responsibilities:

• Answer all incoming calls promptly and pleasantly, using the Swissôtel Hotels & Resorts’ greeting standard.
• Communicate clearly and effectively on the telephone.
• Assist Guests with general enquiries, providing accurate and detailed information.
• Action Guest requests promptly and professionally as required.
• Ensure that all phone calls are transferred to the appropriate personnel.
• Record and deliver all Wake Up calls accurately and on time.
• Record messages accurately, relay them to the appropriate personnel precisely and in a reasonable time frame.
• Respond to all faxes and emails by the end of the business day they are received.
• File all paperwork in the relevant areas on a daily basis.
• Ensure Guest details remain confidential.
• Ensure a neat and tidy work area.
• Be aware of and abide by all Emergency and Evacuation procedures.
• Report all suspicious and threatening phone calls to the relevant Manager.
• Correctly use all communications systems, including switchboard, paging system, fax machine and photocopier.
• Maintain communications equipment, and report any maintenance problems to the appropriate repair facility.
• Perform additional tasks as assigned by Management.
• Constantly review the performance and operations of yourself and the department, offering suggestions for improvement.

Requirements

Physical Aspects of Position (include but are not limited to):
• Constant sitting throughout shift
• Frequent lifting and carrying up to 20 lbs
• Occasional kneeling, pushing, pulling, lifting

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.