Customer Service Agent
St Regis Hotel
Total years of experience :12 years, 6 Months
Telephone Operator/ Butler Service Desk)
Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance. I won the Legendary Award /Employee of the month September St. Regis Dubai 2016
Duties and Responsibilities:
•To be an ambassador of the Butler department and the hotel, in and outside the work place.
•To provide a personal service to all the guests, fully aware and following the hotel standards and procedures.
•To follow guest privacy and confidentiality standards.
•Ensures standards and consistency are maintained to the highest level.
•To elaborate performance and operation reports required by Head Butler.
•To ensure the inventory of all equipment in the BSD is accurate and properly maintained.
•Ensures BSD Agents effectively carry on with their administrative duties.
•Ensures both brand and third party inspection standards are consistently delivered.
•To manage any guest complaint in a professional manner, by owning it, resolving it to the guest’s satisfaction and recording it.
•To contact Head Butler or Assistant Head Butler if a complaint needs to be escalated.
•Maintains a very close line of communication with the Butlers on the floor in order to promptly and efficiently follow up on any guest requests.
•Ensure to promotes inter-hotel sales and in-house facilities and aware of banquet events, hotel facilities, F&B venues, special promotions for the purpose of assisting guests and offering accurate information.
•Familiarizes with hotel’s Housekeeping Standards, setup and room/suite amenities.
•Familiarizes with hotel’s Private Dinning Standards and setup.
•Familiarizes with hotel’s F&B Venues and its menus to able to make the best suggestions for the guests.
•Familiarizes with Hotel’s St Regis Rituals and promotes them to all guests.
•Familiarizes with Welcome, Turn Down and special amenities.
•Familiarized with Concierge recommended restaurants and excursions and assists guests making dinner and booking tours and activities.
•Highlights all repeat guests; ensure Hotel is informed of any preferences or past opportunities.
•Handles guest complaints immediately and follows up thoroughly ensuring guest satisfaction.
•Performs other duties as assigned by Head Butler.
•To respond to any changes in the department as dictated by the needs of the hotel.
•To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments / areas if required, to meet business demands and guest service needs.
•Able to work any shift assigned by Head Butler
To provide a courteous, professional, efficient and flexible service following the hotel standards.
•To be fully conversant with all services and facilities offered by the hotel.
•Receives guest messages and deliver the same to the guest
•Fully adhere to policies and procedures for handling calls, messages and selling hotel service and facilities to the guests.
•To be fully aware and adhere to health and safety, fire and bomb threat procedures.
•Logs all wake-up call requests and performs wake-up call services.
•To ensure that doctor on call is reached on time whenever there is any emergency needed.
•To maintain good working relationship with my fellow colleagues and all other departments.
•To report guest complains to duty manager/ supervisor in charge.
•Daily follow up with the check list and act whenever required
•Serve all the guest with a warm and positive attitude
•Following the telephone etiquette
•Keep records of calls placed and received by all departments and recording the call charges
Company: Safari com
and Responsibilities
•Greet customers warmly and ascertain problem or reason for calling.
•Attracts potential customers by answering there questions for our products and services, suggesting other alternatives simplify the service requested
•Inform customer of deals and promotions and Sell products and services
•Prepares product or service reports by collecting and analyzing customer information.
•Contributes to team effort by accomplishing related results as needed.
•Resolve customer complaints via phone, email and other social media
courses: Certificate In Guest service .