Job Summary:

Answers and directs incoming calls from inside and outside the hotel. Identifies all guest needs and handles their requests, complaints and feedback

Duties & Responsibilities:
 Answers and directs all external incoming telephone calls following Hotel’s telephone etiquette.
 Answers all internally generated guest and delivery-related associate calls.
 Dispatches delivery, security, banquets, engineering, housekeeping and others to the Attendant.
 Answers guests’ questions and assists them with their needs, ensuring all requests are followed through and completed.
 Handles guests’ complaints and takes action to resolve problems.
 Accepts and relays guests’ messages, either manually, written or through voice mail system.
 Takes requests for wake-up calls and follows through to ensure guests receive their wake-up call at the requested time.
 Communicates situations where guests are dissatisfied or experiencing a problem and offers the resolution to the Manager on Duty.
 Maintains up-to-date knowledge of all hotel and area events and activities so that guests will receive accurate and prompt information when requested.
 Greets guests with a cheerful and pleasant voice using guests’ names at least thrice during conversations.
 Uses brand approved technology to ensure delivery of timed orders and other requests at the designated times, following up with delivery and other associates to ensure completion.
 Performs functions of a concierge, their duties and requests, via telephone.
 Responds to emergency situations calmly and effectively, according to hotel guidelines.
 May perform duties of Agent – Guest Services, Runner as needed.
 Creates an organized, cooperative, and well run work environment by completing shift checklist and following through on responsibilities.
 Helps to identify process problems and deficient areas in the hotel and suggests solutions for permanent fixes.
 Be familiar with all F&B venue menus and specials, including seasonal changes and special promotions.
 Deliver exceptional service to both the internal and external customer in line with the principles of the brand philosophy.
 Adhere to the standards and procedures as outlined in the Department Procedure, Associate Handbook and Company Code of Conduct.
 Performs additional duties as necessary and assigned by the Executive.

Job Knowledge, Skills & Abilities:
 Confident, well groomed and dressed in a smart casual manner
 Personality: warm, welcoming, smiling and pleasant
 Act with integrity
 Communicate effectively
 Good Administration skills
 Hands-on approach to all operational aspects
 Initiative
 Self-motivated
 Good Interpersonal Skills
 Proficiency in Opera
 Knowledge of brand standards
 Fluency in English
 Proficiency in Microsoft Office software: Word, Excel and PowerPoint, as a minimum
It is not the intention of this Job description to limit the scope or responsibilities of the above-mentioned, but to highlight the most important aspects of your position. It is essential that all associates are committed to their jobs and the success of the enterprise, and maintain a willingness to accept total flexibility of jobs and duties throughout the hotel.

Department: Front Office
Job Type: Full Time
Job Location: Hawthorn Suites by Wyndham, Dwarka
Salery: INR 30,000 - 40,000