Answering calls politely and professionally to provide information about services and products.Keeping records of customer interactions and different transactions, recording details of complaints, comments, inquiries.Follow up to ensure that appropriate action has been taken on customer requests and complaints.Escalate unresolved customer requests, pass on grievances to higher departments for further investigation and clarification.Handling employee issues, staffing, managing client schedules, managing workflow, shedding light on departmental policy.Always check and ensure that Customer Service follow-up procedures are complete and meet time standards and regulations.Train customers and/or staff to provide a high level of support and knowledge on any new product or system.Getting feedback and Quality Assurance on identified or unidentified errors.Assisting with Client Services as needed according to situations and demands.Keep records and reports on all Customer Service production, measurements and turnaround time taken. Service customers by providing necessary product and service information while also resolving problems simultaneously

To be an ambassador of the front office and the hotel, in and outside the work placeTo provide a personal service to all the guests, fully aware and following the hotel standards and proceduresTo ensure that all guests receive a warm welcome and that they enjoy their stay/visit being offered the finest personal servicesTo personally greet and escort the guests rather than pointing out directionsTo ensure that the privacy of the guests and the confidentiality of the information is respectedTo ensure uncompromising levels of cleanliness and maintenance of the work place through won responsibilityTo manage any guest complaint in a professional manner, by owning it, resolving it to the guests satisfaction and recording itTo ensure a proper use of the telephone etiquette s per hotel standards, etc

Answers incoming callsDirects call to guest rooms, staff, or departments through the switchboard or PBX systemReceives guest messages and deliver the same to the guestLogs all wake-up call requests and performs wake-up call servicesProvides information about hotel services to guestsKnows what action to take when an emergency call is requiredMonitors automated systems including fire alarms and telephone equipment when engineering and maintenance department is closedTo be fully aware of and adhere of health and safety, fire and bomb threat proceduresMultitasking abilities will always come in handy, because a switchboard operator may be asked to do other jobs as wellMust be polite and courteous while answering the phoneOpen and close telephone functionality on the hotel front office softwareUpdate directory information on the front office software,etc

Ask if guests have a prior bookingManage the registration processAsk for identification and ensure that the provided credentials are accurateHandle guest check-ins and check-outs appropriatelyOperate hotel switchboard, take calls and provide information and transfer callsManage accurate accounting of all roomsProvide guests with room keys and call for bellboysTake reservations over the telephone, through emails and in personAnswer queries regarding the hotel’s services, charges, dining facilities, sports facilities and travel directionsRefer guests to appropriate departments to resolve complaints or provide suggestions Compute bills and take payments, etc