Duties and Responsibilities
Key Responsibilities
- Process all incoming and outgoing calls accurately and courteously
- Records and controls accurately wake up calls
- Pages guests in co-operation with concerned departments
- Records all entries on traffic sheets
- Assists guests with international calls and directory queries
- Calls guests by name whenever possible
- Pages staff member when requested
- Abides by principles of guest privacy
- Handles guest's needs or requests and reports complaints to the Telephone Supervisor
- Report on logbook daily
- Bill call costs
- Aware of local telephone listings and frequently dialed numbers
- Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
- Advises defects on switchboard equipment to Supervisor
- Maintains a clean work environment
- Attends to all guest queries and requests promptly
- Maintains detailed knowledge of the Hotel’s fire, life and safety system
- Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard
- Maintain Hotel Information
Occupational Health and Safety Responsibilities
- Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines
- Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
- Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
- Initiate action to correct a hazardous situation and notify supervisors of potential dangers
- Log security incidents and accidents in accordance with hotel requirements
- Key CompetenciesKey Tasks Taking Responsibility
- Strive for constant improvement and take responsibility for your own performance
- Adhere to InterContinental Hotel Group Corporate Code of Conduct
- Adhere to Hotel Handbook and general policies and procedures
- Adhere to Front Office Policies and Procedures
- Report problems to Management with suggestions for resolution
Understanding My Job
- Clarifies own job responsibilities and looks for opportunities that will increase skills and job knowledge
- Understands how their role fits with others and contributes to the success of business
- Understands the hotel’s facilities, products and services
- Provides information when requested and promotes hotel’s services, facilities and special events
- Implements department procedures and policies as needed
Customer Focus
- Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs
- Anticipate guest needs, handle guest enquires, and solve problems
- Create a positive hotel image in every interaction with internal and external customers
- Adhere to hotel brand standards
- Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
- Assist guests and escort them to locations within the hotel at their request
- Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs
- Maintain current Hotel information to be able to provide information to guests
Teamwork
- Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments
- Communicate well to ensure effective shift handovers
- Actively participate in organised meetings
- Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two-way communication
Adaptability
- Be open to new ideas and make changes in the job and routine as required
- Work in line with business requirements
- Complete tasks as directed by Management
Developing Self
- Develop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements
- Seek feedback on areas of shortfall
- Maximize opportunities for self-development
Reliability
- Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervision
- Follow standards, policies and procedures
- Meet hotel attendance and grooming standards
Cultural Awareness
- Work effectively with customers and colleagues from different viewpoints, cultures and countries
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
