Guest Services Call Agent
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Job Location:
Monthly Salary:
Posted on:
9 hours ago
Vacancies:
1 Vacancy
Job Summary
- Handle all incoming calls promptly professionally and in accordance with brand standards.
- Direct calls to the appropriate departments or colleagues with accuracy and efficiency.
- Manage wakeup calls guest messages and voicemail services.
- Respond to guest enquiries with courtesy product knowledge and a servicefocused approach.
- Monitor emergency lines and follow established procedures during fire alarms medical incidents or security situations.
- Maintain accurate logs of calls incidents and communication activity as required.
- Support internal communication between departments ensuring messages are delivered promptly.
- Assist with lostandfound enquiries guest requests and service coordination.
- Ensure confidentiality and data protection standards are upheld at all times.
- Report system faults or technical issues to IT or management promptly.
- Maintain a calm professional manner during high call volumes or emergency situations.
- Uphold hotel grooming standards and represent the brand with professionalism.
Please note that we believe in flexibility and multi-skilling and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.
Qualifications :
- Previous experience in a PBX switchboard reservations or front office role preferred.
- Strong verbal communication skills and a clear professional telephone manner.
- Excellent listening skills and the ability to multitask under pressure.
- High level of accuracy and attention to detail.
- Strong organisational and administrative abilities.
- Ability to remain calm and composed in emergency or highstress situations.
- Familiarity with hotel systems (PMS PBX calllogging software) is an advantage.
- Strong customerservice mindset and ability to work well with all departments.
- Flexible availability including evenings weekends and holidays.
Additional Information :
What is in it for you
- Exclusive Discounts:
- Fairmont Cheshire The Mere Spa and Golf discount
- Fairmont Raffles and Accor Hotels (friends and family rates are included)
- 20% off food and beverage in on-site restaurants
- Colleague restaurant
- Being part of The Mere Team our culture is unique!
- You will benefit from training and development opportunities
- Competitive salary and benefits including pension
- 28 days of holiday including public holidays
- 1-5 days service award based on length of service
- Special rates for Fairmont Cheshire The Mere colleagues and their friends & family and discount across Accor hotels worldwide
- And last but not least you will get to work with a team of EXTRAORDINARY people
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Restaurant Experience
- Customer Service
- Hotel Experience
- Taleo
- Hospitality Experience
- Cashiering
- Food Safety Experience
- Guest Relations Experience
- Animal Handling
- Front Desk
- Guest Services
- Phone Etiquette
About Company
As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a com ... View more
