1- Responding to customer inquiries
The main goal is to help the customer. When the customer initiates communication through one of the available channels, the customer service representative assumes the task of responding to the inquiry. Responses are made using a saved text that the company distributes to employees. With training and repeating the response, your company representative does not need to review the text. The response shall be comprehensive and comprehensive, and the answer shall be immediate, to avoid exposing the customer to the boredom of waiting. With the advent of chatbots, which can perform this task, customer service representatives have other, more difficult tasks.
2- Ensure that the customer is fully aware of the product
By communicating the correct information to the customer, you must ensure that the customer fully understands the information. To facilitate the process of consulting information, the customer service representative provides electronic links that include a database that helps the customer.
Job Summary
The Telephone Operator is responsible for ensuring efficient communication within, to and from the hotel while maintaining attentive, courteous and efficient customer service.
General Requirements
- Maintain a warm and friendly demeanor at all times.
- Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
- Must be able to multitask and prioritize departmental functions to meet deadlines.
- Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
- Attend all hotel required meetings and trainings.
- Maintain regular attendance in compliance with Wyndham Hotels & Resorts Standards, as required by scheduling, which will vary according to the needs of the hotel.
- Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
- Comply with Wyndham Hotels & Resorts Standards and regulations to encourage safe and efficient hotel operations.
- Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
- Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
- Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
- Must be able to cross-train in other hotel related areas.
- Must be able to maintain confidentiality of information.
- Must be able to show initiative, including anticipating guest or operational needs.
- Perform other duties as requested by management.
Fundamental Requirements
- Handle incoming/outgoing calls in an attentive, courteous and efficient manner, according to standard operating procedures.
- Take and deliver messages according to standards.
- Maintain guest privacy at all times.
- Provide information about the hotel.
- Be familiar with emergency procedures.
- Perform call accounting, if applicable.
- Be familiar with VIP procedures.
- Be able to provide accurate directions to the hotel.
- Be familiar with the surrounding area of the hotel.
- Send/receive guest faxes.
- Serve as radio dispatcher, maintaining proper radio and paging procedures.
- Record and relay all guest requests and verify completion.
- Maintain daily activity log.
- Establish and maintain efficient filing system of guest registration cards.
- Process wake up calls per the guest’s request.
- File PBX reports.
- Maintain clean work area.
Education & Experience
High School diploma or equivalent and/or experience in a hotel or related field preferred.
