Service Center Associate - Doha Qatar - 427534 - Rosewood Hotel Group

Informations

Pays/région

Qatar

Province/ville

Doha

Lieu

Rosewood Doha

Service

Chambres - Réception

Type de poste

Permanent à temps plein

Description

Job Summary

To serve as the main point of contact for all internal calls and guest requests, in addition to help and correct phone faults and issues whilst, assist all Guests/Associates efficiently, professionally, courteously with enthusiasm and following up to ensure guests satisfaction with desired results.

Essential Duties and Responsibilities

Answer all incoming calls with proper greetings and telephone etiquette standards.
Communicates with Guests using Glowing system.
Conduct departure calls on a daily basis to obtain guest stay experience and departure time.
Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
Ensure that standards are maintained at a superior level on a daily basis.
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
Maintain complete knowledge of:
Scheduled event/daily activities
In-house groups
Hotel extension numbers all special requests (DND, screen calls, NRG, etc.)
Hours of operation of each outlet features and services provided by the hotel
Set up workstation with necessary supplies and resource materials.
Secure headset console and log onto system.
Access all functions of the system.
Accommodate all telephone, email, WhatsApp requests in a congenial manner within 10 minutes of request.
Respond to all incoming telephone calls within 3 rings, using proper salutation and closing.
Route callers to requested guest or hotel personnel/department.
Monitor busy lines; check back with caller on hold to update status and offer to take a message.
Monitor unanswered lines; return to caller after rings to update status and offer to take a message.
Take, record and relay messages accurately, completely, and legibly. Activate/deactivate guestroom messages light, accordingly, distribute hotel personnel/department messages to designated location.
Accept, record, and deliver wake-up calls.
Provide callers with accurate information on hotel facilities and services.
Accept and process all guest requests for:
Screening calls
Do not disturb
Call transfer/forwarding
Conference calls
Non-registered guest
Access system for long distance carrier's foreign language operator.
Assist callers with local and overseas calls.
Monitor telephone system problems and raise Knowcross Tickets.
Document all guest complaints or problems in Knowcross.
Follow up to ensure completion and guest satisfaction.
Assist in emergency situations as central communication center for hotel.
Collect preferences daily and enter into our guest profiles.
Ensure the use of correct verbiage and avoid using any slang language.
Follow all LQA and Forbes standard.
Full knowledge of using Glowing for guest communication from pre arrival, during the stay and post departure.
All other duties as required.

Standard Responsibilities

Comply and adhere to the Rosewood company policies.
Take on other tasks in addition to the ones stated, in a reasonable framework.
Be a “Brand Ambassador” at all times and ensure brand integrity and clarity are always maintained.
Model the company’s culture, vision, mission, and core values at all times.
Display hospitality skills when dealing with guests and associates.
Ensure high standards of personal presentation and grooming.

Confidentiality

Whist working at Rosewood Doha, you will have access to a wide variety of confidential information concerning the company, guests, and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and associates, unless otherwise stated.

Health & Safety

Be aware of and comply with safe working practices as laid down under the Health and Safety rules, regulations, and procedures as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.
The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.
Report any defects in the building, plant, or equipment according to hotel procedure.
Ensure that any accidents to associates, guests or visitors are reported immediately in accordance with correct procedures.
Attend Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.
Be fully conversant with:

Regulations
Risk Assessments for your department
Hotel Fire & Bomb Procedures

Other

The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.
As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

À propos de nous

Housed in two striking towers inspired by the coral reefs in the seas surrounding Qatar, Rosewood Doha and Rosewood Residences Doha will consist of an ultra-luxury hotel with 185 exquisite guestrooms and sumptuous suites, 173 serviced apartments for longer-term stays and 300 residences available for purchase. The hotel will be one of the city’s most dynamic culinary destinations with a collection of eight innovative outlets, including a bistro, lobby lounge, coffee shop/deli, three specialty restaurants, cigar lounge and a lifestyle entertainment lounge. Featuring a 1,500-square-meter ballroom, the property will showcase multiple private event venues, anchored around sleek interiors and state-of-the-art technology, which will transform ordinary events into the extraordinary. The hotel will also introduce Sense, A Rosewood Spa, offering total discretion and relaxation, along with a fitness center featuring state-of-the-art training equipment. Rosewood's signature Manor Club executive lounge concept will soar to new heights in Qatar and offer Club Room and Suite guests curated services with added convenience and privacy. Rosewood Residences Doha will also introduce 300 for-sale residential apartments, catering to global citizens who crave a lifestyle of authenticity fused with modern luxury. The residences will be complete with bespoke amenities, facilities and services to create the world’s pinnacle of private luxury living and contemporary style in Qatar.