Dorsett Representative

Job Description

•Receive all incoming calls in a courteous and friendly manner and responsible for accurate connection and transfer of calls to respective departments.
•Have thorough knowledge of operating the switchboard. 
•Have good knowledge of operating the various systems e.g. FCS, GAC terminal
•Answer guest enquiries and follow up personally to resolve guest request.
•Record down all guest’s enquiries/ request on the log book and give courtesy call after 20 mins.
•Responsible for taking and processing of guest wake up calls accurately.
•Responsible for monitoring wake-up call log and take appropriate action for bounced wake up calls.
•Perform personalized wake-up call according to the approved standard.
•Responsible for coordinating and contacting Hotel personnel during emergency procedures.
•Have thorough knowledge of and assist guests with the Hotel’s voicemail system, 
•Contribute to overall efficiency by performing other relevant duties as assigned. 
•Report telephone faults promptly. 
•Have thorough and detailed knowledge of hotel’s facilities and hours of operation to ensure correct response to guests’ questions. 
•Have knowledge of daily events/ meetings in the Hotel. 
•Have thorough knowledge of emergency procedures, ie, fire, evacuation, bomb threat.
•Cultivate good working relationships with inter-related departments. 
•Identify VIP, regular guests and log stay guests and build rapport to offer personalized services. 
•Undertake assignments as delegated by supervisor.
•Deliver high quality service to guests.
•Ensure guest needs and reasonable requests are met. 
•Seek opportunities to continually improve guest services. 
•Report to Supervisor or Manager on duty if encounter guest’s complaints or receive negative feedback. 
•Adhere to hotel’s security and emergency policies and procedures. 
•Able to work independently & multi-task in Business Center
•Train new associates and Trainees for Front Desk duties (Senior Dorsett Representative)

Job Requirements

•GCE ‘O’ Level / Diploma in Tourism / Hotel Management or related fields
•Possess good interpersonal and communication skills
•Proficient in systems (preferably Opera) and Microsoft Office 
•Able to work on rotating shifts, public holidays and weekends

Work Location (MRT)

Work Location