Resort Call Centre Agent

Within the limits of established Intercontinental Hotels Group and local hotel policies and procedures, oversee and direct all aspects of Switchboard services to achieve the highest possible guest satisfaction.

RESPONSIBILITIES

Promote the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Services of the Intercontinental Hotels Group and the brand ethos.
EXPERIENCE
• Minimum 2 years of experience in same position. 
• Be fully conversant with the facilities, services and special promotions offered by the Hotel and pass this information on the guest whenever the possibility arises in order to maximized Hotel sales 
• Provide a hospitable service to standards as per the company standards 
• Process all incoming and outgoing calls accurately and courteously 
• Record and control wake up calls accurately 
• Page guests in co-operation with concerned departments 
• Record all call entries in logbooks. 
• Assist guests with international calls and directory queries 
• Call guests by name whenever possible 
• Whenever possible to anticipate guests need, to be aware of all written and spoken requests, to carry out these requests in a courteous and helpful manner 
• Call staff member when requested 
• Abide by principles of guest privacy 
• Handle guests needs or requests and reports complaints to the Supervisor 
• Report on logbook daily 
• Monitor bill call costs 
• Aware of local telephone listings and frequently dialed numbers 
• Strictly abide by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations 
• Advise defects on switchboard equipment to Supervisor 
• Maintain a clean work environment 
• Attend to all guest queries and requests promptly 
• Maintain detailed knowledge of the Hotel’s fire, life and safety system 
• Maintain detailed knowledge on the Emergency Response Team and workings of the switchboard room in this regard 
• Maintain Hotel Information 
• Operate the hotel switchboard and deal with all internal and external call, according to procedures 
• Perform any duties and tasks entrusted to you by InterContinental Mauritius within the framework of your band category, according to your skills and competencies. 

QUALIFICATION
Minimum SC 
Fluent in French and English