Telephone Operations Specialist
7 days ago
We are seeking a skilled Royal Service Agent (Telephone Operator) to provide exceptional customer service and ensure that all guests have a memorable experience at the Sofitel Mumbai BKC. As a key member of our hospitality staff, you will be responsible for processing incoming and outgoing calls accurately and courteously, ensuring smooth internal telecommunications as per Sofitel standards, and maintaining detailed knowledge of the hotel's fire, life, and safety system.
About the Role
This is an entry-level full-time position in our telecommunication department. You will be working closely with colleagues and management staff to provide assistance to guests with international calls and directory queries. Your primary responsibilities will include:
- Processing all incoming and outgoing calls accurately and courteously
- Ensuring smooth internal telecommunication as per Sofitel Standards
- Accurately recording and controlling wake-up calls
- Assisting guests with international calls and directory queries
- Calling guests by name whenever possible
- Handling guests requests promptly and reporting complaints to the Supervisor
- Aware of local telephone listings and frequently dialed numbers
- Strictly abiding by standards policies and procedures
- Advising defects on switchboard equipment to Supervisor
- Maintaining a clean work environment
- Maintaining detailed knowledge of the Hotel's fire, life, and safety system
Requirements
To be successful in this role, you must possess excellent written and verbal communication skills in English, be able to develop rapport with colleagues and management staff, and have the ability to work cohesively with coworkers as part of a team. Additionally, you must be able to focus attention on guest needs, remaining calm and courteous at all times, and promote positive relations with all hotel guests and patrons.
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