Guest Service Centre Agent (12 months)
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Job Number 20000555
Job Category Rooms and Guest Services Operations
Location Sheraton Grand London Park Lane, Piccadilly, London, Greater London, United Kingdom VIEW ON MAP
Brand Sheraton Hotels & Resorts
Position Type Non-Management/Hourly
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As a Guest Service Centre Agent, you operate the telephone switchboard and answer all internal and external calls for two 5* hotels: The Sheraton Grand London Park Lane and the Park Tower Knightsbridge, a Luxury Collection Hotel.
We answer and record all guest calls and requests and inform the relevant departments and colleagues accordingly. We follow up with the guest to ensure their request has been fulfilled to their satisfaction. You will be the first point of contacts for guest complains, starting the service recovery process and informing the Duty Manager.
Core Work Activities
·Operate the telephone switchboard for the Sheraton Grand Park Lane and the Park Tower Knightsbridge, a Luxury Collection Hotel as per Brand Standards and Telephone Courtesy.
·Answer, record and process all guest calls, requests, questions or concerns and receive, record, and relay messages accurately, completely, and legibly.
·Enter all guest requests in Empower: GXP, ensure requests are met within an appropriate time frame.
·Ensure that all defects and requests are remedied within each hotel’s target time by following up with the concerned departments
·Act as a “single point of contact” as much as possible for both hotels for internal and external guest needs; minimizing the need to engage guest facing teams or to transfer calls
·Proactively anticipate guest needs where possible, taking responsibility to ensure needs are met before they arise
·Ensuring the delivery of follow up calls ensuring guest satisfaction for jobs/requests/defects that surpass hotel’s target time
·Be a team player both within the Guest Service Centre and across all departments in both hotels to ensure of strong collaboration ensuring guests receive the highest level of service
·Project a pleasant and positive professional image to all contacts, guest and colleagues, at all times.
·Be fully conversant with each hotel’s facilities and all processes connected to guest service
·Be first point of contact for guest complaining over the phone. Start the service recovery process and inform HOD/Duty Manager if necessary for further follow-up
·Accurate taking and delivery of wake up calls as per Brand Standards
·Plan and execute welcome calls; welcoming selected guests to the hotel and offering welcome drink and further assistance
·Respond to guest enquiries via the Marriott Chat in appropriate time.
·Send out invoices to guests upon request
·Monitor generic email inboxes and reply to guest in a timely manner
·Process early arrival requests and inform Front Office and Housekeeping teams accordingly in preparation for guest’s arrival
·Be fully conversant with Marriott Bonvoy program and apply to daily duties as required.
·Update guest bookings with upgrade, early check-in, late check-out and special requests
·Dealing with rate inclusion queries
·Dealing with Lost Property queries
·Update the Key Metrics board on a daily basis; keep track of the hotels’ key service metrics and goals
·Ensure phone lists and phone extension information for both properties plus the regional and complex offices is constantly updated
·Manage bookings for F&B outlets via the Bookatable platform
·Stay fully up to date with all promotions, offerings and opening hours of the F&B areas within each hotel
·Be aware of the facilities in all levels of guest rooms in both properties and where to find specific items within the rooms
·Be conversant with the different services, their availability, costs and processes of each hotel. These services include but are not limited to: TV Video On Demand system - Connection to WIFI & charges - Laundry & Dry Cleaning Service - In Room Dining - Fitness Centres
·To be fully trained in Empower GXP: how to enter, complete and cancel request; understand when follow up is needed; look up closed requests
·Be fully conversant in use of Mitel telephone management system
·To be fully trained and competent in Opera related tasks including but not limited to: Deciding on Late Check Out requests; Rate inclusions (e.g. breakfast, cancellation policy, Wi-Fi etc.); Looking up reservations and adding Arrival/Departure comments, profile comments, reservation comments; setting traces as required e.g. extra bed or crib requests; Adding MAGC special code to booking; sending messages to the guest
·Ensure you are always up to date with all Standard operation procedures (SOP)
·Train new joiners on daily tasks
·Flexibility and willingness to work on various shifts, such as early morning shifts, late evening shifts and overnight shifts. The Guest Service Centre operates 24/7 including weekends and bank holidays and the Rota will reflect this.
·Accept changes or additions in work hours, which are necessary for the maintenance of uninterrupted service to hotel guests and patrons.
·To understand and be compliant with the hotels’ Health & Safety policies, including but not limited to: Fire Evacuation Process - Bomb Scare process - Emergency situation e.g. Requirement for an ambulance - Escalation process for a Crisis situation - Dealing with calls from the press - Alleged Food Bourne Illness allegation – PCI awareness – Data protection
·Log help request tickets with the IT team in case of system failures
·Ensure our work environment and equipment is clean and in pristine condition at all times
·Take ownership of a championship role within the team. Examples of these could be: serve as departmental trainer – update weekly rotas and timesheets – update Telephone Directory with starters and leavers – prepare weekly Empower: GXP reports for hotel management teams to review
Tasks are indicative and the role is not limited to the above
Education and experience
· High school diploma or GED
· The ideal candidate would be proactive, extroverted and has experience in working in a guest-focused environment.
· Service oriented individual aiming to go above and beyond during each interaction
· Experience in Front Office or similar customer service role desired
· Experience with Opera, Mitel, Salesforce is a bonus, but not a prerequisite; training will be provided
· Advanced command of English language – written and spoken
Service Career Orientation
· This role would be a good step for an individual who has an interest and passion in working within the Hospitality Industry.