Patina Maldives, Fari Islands

Job Title:                   Communications Agent

Department:             Front Office / Communications Centre

Reports to:                Communications Supervisor

Position Level:         Rank & File (L)

 

Position Overview

The Communications Agent is an integral member of the Front Office department. As the voice of the resort, the individual is responsible for the smooth operations of all communication channels, answering internal and externals calls of the resort.

 

The Role

  • Ensures consistent delivery of personalised service when answering all incoming and outgoing calls with proper telephone etiquette and a calm demeanour.
  • Be confident in answering questions regarding resort's offerings, guest room features and emergency protocols.
  • Be the champion of the resort's offerings and local city's culture and heritage by providing Concierge service including but not limiting to recommending and arranging reservations for dining and attractions.
  • Assists in transferring inter-department and guest calls efficiently and accurately to ensure a smooth communication. Periodically update directory to ensure accurate information.
  • Receives and log messages for guests and colleagues under the appropriate system and ensure timely delivery of message to them.
  • Logs and organise wake-up call requests under the appropriate system and provide timely wake-up call service. Coordinate with the relevant department for special requests.
  • Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.
  • Effectively communicate with all departments for guest requests and ensures that proper recording of requests is logged in the appropriate system.
  • Be proficient and knowledgeable on all In-Room Dining menus, assist in taking In-Room Dining order from guests, and communicate order to the IRD department when necessary.
  • Be prepared for any emergencies that may arise (e.g. bomb threat calls). Report to the Security department should an emergency occurs, remain calm and follow through the SOPs related to emergency / crisis management.
  • Handle any service 'glitches' and report it under the appropriate system, resolve the issue and ensure that corrective actions and service recovery follow ups are actioned upon in a timely manner.
  • Perform other duties or responsibilities that are reasonable as assigned by your immediate supervisor or manager.

 

Talent Profile Qualifications:

  • High school education certification / diploma of college, preferably in Hospitality Management.

 

Work Experience:   

  • Experiences in similar role in luxury hotels/resorts or customer service line

 

Skills Set:

  • Excellent communicator with personable character, passionate in building strong guest relations.
  • Able to operate telephone console switchboards.
  • Competent computing skills (e.g. Microsoft Office).
  • Very good command of written and spoken English.
Patina Maldives, Fari Islands
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