Guest Service Officer (Call Centre)

Queen Elizabeth 2 Consistently offer professional, friendly and engaging service. Process all external and internal calls and emails either by redirecting calls/emails or assisting the caller/sender. Promptly answer telephone calls and emails, addressing callers and senders in a clear, friendly and courteous tone of voice. Take ownership of the caller’s request and ensure follow up according to the hotel’s standards Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering. Answer all incoming IRD (In-Room Dining) calls promptly and courteously, following hotel telephone etiquette and service standards. Take accurate F&B orders from guests, ensuring clarity and confirming special dietary requests, allergies, or preferences. Dispatch all orders and guest requests promptly to the Kitchen and coordinate with service staff for execution. Maintain information confidentiality. Provide time and information in response to emergencies and guest requests such as plumbing problems, housekeeping requests, etc. Verify with guests, after a reasonable pre-set time, whether the request has been delivered. Follow-ups to be endorsed to proper channels. Receive wake-up call requests from guests, repeat information back to caller as it is taken, accurately and expediently log/input information. Deliver wake-up calls at the requested time. Serve as a liaison for Guests requiring information relating to all aspects of the hotel, such as: F&B promotions, Reservations, meetings rooms, etc. Maintaining the communication with the guests regarding the lost & found items. Have full knowledge of the hotel’s emergency procedures. Remain calm and polite during emergency situations and/or heavy hotel activity. Promotes and leads a service driven, results driven work environment. Follow department policies, procedures and service standards. Follow all safety policies and promotes a safe work environment. Other duties as assigned.

Good communication skills 0-2 years of experience in a similar role

Consistently offer professional, friendly and engaging service. Process all external and internal calls and emails either by redirecting calls/emails or assisting the caller/sender. Promptly answer telephone calls and emails, addressing callers and senders in a clear, friendly and courteous tone of voice. Take ownership of the caller’s request and ensure follow up according to the hotel’s standards Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering. Answer all incoming IRD (In-Room Dining) calls promptly and courteously, following hotel telephone etiquette and service standards. Take accurate F&B orders from guests, ensuring clarity and confirming special dietary requests, allergies, or preferences. Dispatch all orders and guest requests promptly to the Kitchen and coordinate with service staff for execution. Maintain information confidentiality. Provide time and information in response to emergencies and guest requests such as plumbing problems, housekeeping requests, etc. Verify with guests, after a reasonable pre-set time, whether the request has been delivered. Follow-ups to be endorsed to proper channels. Receive wake-up call requests from guests, repeat information back to caller as it is taken, accurately and expediently log/input information. Deliver wake-up calls at the requested time. Serve as a liaison for Guests requiring information relating to all aspects of the hotel, such as: F&B promotions, Reservations, meetings rooms, etc. Maintaining the communication with the guests regarding the lost & found items. Have full knowledge of the hotel’s emergency procedures. Remain calm and polite during emergency situations and/or heavy hotel activity. Promotes and leads a service driven, results driven work environment. Follow department policies, procedures and service standards. Follow all safety policies and promotes a safe work environment. Other duties as assigned.