Call Center Agent

Company Description

Why work for Accor
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Job Description

What you will be doing:

• Responsible for all communication, in - going and out- going thus maintaining the hotel image
• Ensure proper functioning of telephone equipment in the hotel at all times and to implement correct telephone operating procedures
• To assist the guest efficiently, courteously and professionally in all Front Office duties, as per the internal procedures.
• Welcome the guests whether on the phone or in the hotel, and anticipate the guest needs and takes them into consideration
• Courteously receive and properly route incoming calls
• Service out-going calls and supplies proper connections
• Handle any guest complaints and/or remarks provides a response as soon as possible
• Following up guest comments by trying to find a solution for every problem raised.
• Project a good image of the hotel by establishing good P.R through the telephone
• Assist guests when necessary e.g. calling for doctor, obtaining the telephone number etc
• Has an impeccable attitude which conveys the image of the brand and hotel
• Handle phone calls and forward any messages received for the guest.
• Passes information on as necessary to other departments (floor staff, technical etc) and to other members of the front-desk team
• Take down and relay messages.
• Record and give wake-up calls
• Report all telephone defects to the technical department
• Handle fire-alarm procedure
• Keep abreast of new trends in telephone systems
• Utilizes correct process and procedure when you handling the confidential guest information
• Promotes the range of services offered by the hotel to increase sales
• Promotes the loyalty programme, adapting the sales pitch to suit the guest's needs
• Verify telephone equipment rental charges, long distance charges
• If electronic system is down, to record all-chargeable calls and post them on the guest's invoice

Qualifications

Your experience and skills include:

• Confident, ambitious and self-motivated individual.
• Good knowledge of Windows
• Fluent in Russianlanguage business English
• Excellent communication and organizational skills and a good team player
• Ability to be both proactive and reactive
• Excellent organizations skills and ability to find solutions
• Able to cope with the pressures of a very busy environment