Communication Centre Host

  • Hyatt Regency Kuantan Resort
  • Hyatt Regency Kuantan Resort, Teluk Cempedak, Kuantan, Pahang, Malaysia
  • Nov 21, 2023
Full time Front Office Deparment

Job Description

Main Duties

Customer Service

  • Provides the appropriate level of professional, courteous and caring service to other employees (internal customers) and other visitors to the division.
  • Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.
  • Maintains positive guest and colleague interactions with good working relationships.

 

Operational

  • Responsible for facilitating efficient communications for both guests and staff both within the hotel and for external communications.
  • Confidently operates switchboard consoles, paging system, and associated computer equipment in accordance with departmental procedures.
  • Connects local and international calls quickly, courteously and accurately.
  • Handles wake-up calls as requested with accuracy, whether they be automatic programmed or personal wake-up calls.
  • Acts proficiently in all aspects of emergency procedures.  Remains calm, alert, and efficient in the event of a major incident or problem at the hotel and maintains professional discretion.
  • Contributes and maintains businesslike working environment ensuring minimal background noise and conversation which could be transmitted through sensitive headsets.
  • Provides quality service to guests, staff, and incoming calls and a wide range of information pertaining to the hotel and Activities in and around the island.
  • Reports and logs various problems which occur during the shift and passes all relevant information to relieving operator on commencement of duty.
  • Accepts and relays messages for guests and hotel personnel.
  • Projects the image of courteous, friendly service at all times.
  • Answers and connects all incoming calls from both in and out of house.
  • Coordinates with Concierge and Front Desk with pending messages, faxes, etc.

 

 

Operational (continued)

  • Be fully conversant in all aspects of Food and Beverage outlets in order that all guests’ queries can be handled efficiently and courteously.
  • Provides general information to guests when necessary.
  • Takes accurate messages, morning call requests and orders for/from guests.
  • Ensures that all reservations, orders, requests, etc. are accurately and quickly relayed to the correct department at all times by using the HOTSOS system.
  • Monitoring HOTSOS time to time and ensure the task was solved efficiently
  • Reports to supervisor and Duty Manager on any guest complaints.
  • Updates the white board.
  • Reads the logbook, and communicates with colleagues and supervisor.
  • Transfers outside calls to guests, reservations or hotel services/facilities.
  • Conducts daily briefing in the absence of AM/Supervisors

 

Personnel

  • Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.

 

Other Duties

  • Understands and strictly adheres to Rules and Regulations established in the Associate Guide and the hotel's policies concerning fire, hygiene, health and safety.
  • Ensures high standards of personal presentation and grooming.
  • Exercises responsible behaviour at all times and positively representing the hotel and Hyatt International.
  • Responds to changes in the Guest Services Centre function as dictated by the industry, company and hotel.
  • Attends training sessions and meetings as and when required.
  • Carries out any other reasonable duties and responsibilities as assigned.