Call Center Agent

Job Description

TASK LISTUse and maintain Telephone Operator System, phone sets and equipmentsAnswering incoming calls as per standards- DONEOperates cord or cordless switchboard to relay incoming, outgoing, and interoffice callsMake connections and relay callsAssist guests in establishing local or long-distance telephone connections- DONESupply information to callers and record messagesKeep record of calls placed and charges incurred and report to F.O. and Acc DeptPerform clerical duties, such as typing, proofreading, and sorting mailUse the Facsimile, printers and Photocopy MachineGreet caller and announces name of the Hotel as per standardsNotify maintenance department of switchboard operational difficultiesMaintain record of incoming, outgoing long-distance and tie line callsKeep record of employees personal calls and forwards record to Acc. departmentTransfer, put on hold calls and/or taking messages as necessary using standardsOffer and make call back when lines are engagedCarry out information, Emergency and courtesy calls when required by ManagementRoute emergency calls appropriatelyRecord, relay and route written and verbal messages and reword it for clarityReceive and route Emails, Messages and faxes to addressed Dept or GuestMonitor alarm systems in order to ensure that secure conditions are maintainedContact security staff members when necessaryObserve signal light on switchboard, plugs cords into trunk-jack and connectivityShow courtesy and friendly with guests and colleaguesCommunicate with other dept to solve guest problemsPerform standard techniques in Telephone mannersFull knowledge about all rooms types, views, amenities, facilities, furniture and ratesFull knowledge about hotel services, events and special offersAware of city main events, attractions, shopping malls, conventions and directionsMay use Effective Sales Techniques when requestedRelocate Guests to other hotels in Sold-Out SituationsHelp Guest with Special RequestsRespond to Questions About Facilities and EventsFollow Guest Privacy and Security MeasuresProcess Wake-UP Calls via Tel. OperatorHelp Guests to make Reservation in or outside the hotelKeep the Tel. Operator area Clean and Orderly preparedRead and use the Notice Board and log book for important events occurredPrint all requested night reports to be presented to FOMInventory and Requisition Tel. Operator SuppliesMaintain his personal grooming and impeccable appearanceRespond to Situations Requiring First Aid by calling hotel DoctorRespond to Emergency Alarms promptly as per policyBe aware of firefighting & evacuation proceduresFull knowledge and adherence to Accor & hotel policy & procedures

Keyskills :

About 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.