Operator

Job description

Key tasks

• Greet guests and fellow associates in the hotel all the times
• Ensure prompt, polite and accurate handling of all telephone calls and messages
• Be completely familiar with the hotel’s telephone system and related functions, i.e. voice mail, call logging etc.
• Receive all incoming calls in a courteous and friendly manner, responsible for accurate connection
• Answer guest’s inquires over the phone or connect caller to relevant department
• Responsible for placing of guests’ wake-up calls accurately and timely
• Responsible for monitoring wake-up call log and take appropriate action if a call is not answered.
• Responsible for paging of hotel personnel correctly
• Record and process group reservations
• Ensure all facets of a reservation has been proceed i.e. transportation, amenity
• Provide information to clients on hotel services, activities & attractive for the area
• Process amendments to reservations(extension, early departure)
• Carry out mock calls to competitive hotels for market information
• Investigate and handle no show reservations
• Record special billing arrangements for groups and conventions
• Liaise with Credit Manager for all reservations requiring credit approval
• Be aware of rate changes/ special offers/ promotions/ close out dates
• Monitor reservation levels and inform Managers on current and future occupancy rates
• Handle all guest requests promptly and follow up that all requests have been responded to the guest’s full satisfaction
• Take appropriate action to resolve guest complaints
• Have a thorough knowledge of emergency procedures; i.e. fire, alarm, evacuation, bomb, threat etc.

Sofitel and its Ambassadors

The Sofitel brand is based on three core values guaranteed by each employee every day:
A Passion for Excellence, an Essence of Pleasure and a Spirit of Openness.

Through their actions and know-how, the Men and Women that are the creators of Sofitel’s luxury, offer clients a highly personalised service. By transforming every detail into a unique moment of pure comfort and elegance , they create and nurture a relationship with their guests.
The Sofitel values are also at the heart of the communication between employees. It is the legacy received and transmitted by all those involved in the brand to guarantee the continuity of the Sofitel spirit in the hotels and headquarters.

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Desired profile

Skills

Level of Education Others
Areas of study Other
Languages essential Mandarin
English