Application Deadline: 1 December 2024
Department: Rooms Division, Front Office & Guest Services
Employment Type: Permanent - Full Time
Location: Egypt - Cairo
Description
Royal Maxim Palace Kempinski
SCOPE
The incumbent in this position is responsible for answering all incoming calls originating from within and outside the hotel in a friendly and caring manner according to the Kempinski and LQA standards.
Overall Objectives
The job of
Guest Service Agent is executed satisfactorily when:
- LQA (Leading Quality Assurance) audit results are 85% and above.
- CSS (Customer Satisfaction Survey) results are rated on an average with 5 and above.
- Telephone system is always well maintained.
- Telephone lists are up to date.
Key Responsibilities
Main Responsibilities
- Answer all incoming calls, connect them to the appropriate extension in an efficient, friendly and caring manner according to the Kempinski standards.
- Write down messages accurately for our guests and deliver messages in a timely manner.
- Handle guests requests for DND (Do Not Disturb) and confidential status.
- Handle personal wakeup call requests for guests according to the LQA standard and automatic wakeup call requests for group and crew guests.
- Answer all guest questions / requests in a friendly and caring manner, take appropriate actions or if needed, refer the matters to the relevant persons to handle. It may be providing information or assistance to make an outside call or handling a complaint, etc.
- In case of emergency, handles all communications for the hotel whilst serving as the communication center.
- Keep a complete record of each DDD (Domestic Direct Dial) and IDD (International Direct Dial). Coordinate with front office reception all telephones charges to ensure they are billed and collected from guests.
- Monitor TV channels in addition to outlets and public area's music to ensure smooth and proper functioning.
- In case of emergency, handle all communications for the hotel whilst serving as the communication center.
- Keep abreast of telephone directory, new staff and leavers, emergency procedures, special promotions and general hotel product knowledge.
- Maintain the neatness of their working area at all time.
Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
Skills, Knowledge and Expertise
NATIONALITY: Eligible for a working permit in country of hire
EDUCATION: High School Graduate or equivalent, preferably with a specialization in Hotel/Restaurant
EXPERIENCE: To fill the position,
one of the following is required:
- Minimum of one year experience in a customer service position
LANGUAGE: Ability to work and communicate in a multinational environment:
- Local language excellent oral and written skills (as applicable)
- English good oral and written skills
- Additional language - beneficial
COMPETENCIES: Include the skills the candidate must have to fill this
Position
- Basic knowledge of front desk operations
- Luxury Hotel Experiences
- Communication skills
- Brief knowledge of hotel operations & Computer systems
TECHNICAL COMPETENCIES: Computer literacy adapted to the field of training:
- Knowledge in Microsoft Office (Word, Excel and PowerPoint)
- Knowledge of Opera
- Basic knowledge of Micros is a plus
INDIVIDUALCHARACTERISTICS: To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:
- People Oriented
- Passionate for European luxury
- Entrepreneurial
- Straightforward
- Enthusiastic
- Communicative
- Attentive
- Eager to learn
OTHER SKILLS: Depending on region and property.
