Connect Associate
New Delhi (New Delhi) Sales
Job description
Job Description
· Ensures all calls from guests and external calls are handled in a timely manner (answered within 3 rings) and professionally with Pullman & Novotel’s policies and procedures as a key factor.
· Build rapport as first point of contact with Guests and provide personalized service
Operational Processes
· Answer all incoming calls.
· Records and channels guest request to appropriate departments using HotSOS
· Performs follow‐up calls to guests concerned to ensure service facility defect has been rectified to satisfaction.
· Makes operator assisted calls
· Records guest’s messages
· Ensures correct transmission and receipt of facsimile.
· Accurately records all requests for wake‐up calls and ensures they are handled correctly.
· Accurately posts the charges for operator assisted and collect calls.
· Knows the hotel and all its facilities, the department and section heads, the responsibilities of each department, the office extension numbers and its respective operation hours.
· Knows the functions and in operating the fax machines.
· Checks the log printers at regular intervals to ensure that the interface system is in working order.
· Checks “Interface Lost Posting” dummy folio in PMS on an hourly basis to ensure there are no postings that are not posted to a guest folio.
· Ensures that the console is always in good working order and the work area is neat and clean at all times.
· Knows how to handle the telephone, radio / music and video equipment.
· Knows all the Emergency Procedures of the hotel and how to handle them.
Administration
· Follow up on traces for the department in Opera PMS
· Have Forms & Formats printed and ready to ensure efficiency in daily tasks
Safety & Security
· Ensures the highest level of safety and security by complying with training programs that deliver a high degree of awareness amongst team.
· Has knowledge of Emergency Procedures and is aware of roles in an Emergency.
Environmental Responsibility – Planet 21
· Follow the environmental initiatives of Accor.
· Acclimates with Accor’s environmental charter initiatives into daily practices