Agent Royal Service ACCOR

Job Description

• To consistently offer a professional, friendly and pleasant service;
• To provide courteous, prompt and empathetic service to all guests;
• Handle all calls, external and internal, by redirecting them or assisting guests;
• To handle customer requests and ensure follow-up in accordance with hotel and service standards;
• Communicate any relevant problems to the head of department;
• Have sufficient practical knowledge of all departments, including housekeeping, reception and technical services;
• Update the software system;
• To act as a liaison for guests requesting information relating to all aspects of the hotel;
• Make reservations at restaurants at the request of the guests;
• Take the orders for room service and pass them on without delay;
• eliminate non-essential intermediaries for all requests from guests;
• Follow up, within the prescribed time limits, on any delivery made to the rooms and on any problem raised by a guest;
• to know perfectly all of the hotel's emergency procedures;
• Adhere to the department's policies, procedures and service standards;
• Respect all security policies;
• All other tasks as assigned.

Qualifications

• Relevant experience in customer service is mandatory;
• Previous experience as a telephone operator, receptionist or in the hotel industry is an asset;
• Excellent knowledge of English, French and Arabic is required;
• Excellent customer service skills and oral communication skills required;
• Ability to use Microsoft Windows (Outlook) and PMS applications;
• Interpersonal and problem-solving skills.
• Responsible and reliable;
• Ability to work effectively under pressure in a fast-paced environment;
• Organization, team spirit, initiative, dexterity, flexibility and empathy;
• Ability to focus one's attention on customer needs, while remaining calm and courteous at all times;
• Be available to work days, evenings, nights and weekends;
• To have a warm and calm voice on the phone;
• All other related qualifications.