Telephone Operator
Mandarin Oriental
Total years of experience :8 years, 0 Months
Manage large amounts of incoming phone calls
Generate sales leads
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/customer service team sales targets and call handling quotas
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Take the extra mile to engage customers
Informed customers of daily specials and promotions
Answered questions about menu selections and made recommendations when requested.
Collected payments from customers and completed money transaction
Stocked service areas with supplies such as silverware and condiments
Provided fast and courteous service
Skillfully anticipated and addressed guest service needs
Received employee of the month within three months of being employed
Greet and escort customers to their tables
Present menu and provide detailed information when asked (e.g. about portions, ingredients or potential food allergies)
Prepare tables by setting up linens, silverware and glasses
Inform customers about the day’s specials
Offer menu recommendations upon request
Up-sell additional products when appropriate
Take accurate food and drinks orders, using a POS ordering software, order slips or by memorization
Check customers’ IDs to ensure they meet minimum age requirements for consumption of alcoholic beverages
Communicate order details to the Kitchen Staff
Serve food and drink orders
Check dishes and kitchenware for cleanliness and presentation and report any problems
Arrange table settings and maintain a tidy dining area
Deliver checks and collect bill payments
Carry dirty plates, glasses and silverware to kitchen for cleaning
Meet with restaurant staff to review daily specials, changes on the menu and service specifications for reservations (e.g. parties)
Follow all relevant health department regulations
Provide excellent customer service to guests
Greeting guests and acquainting them with the hotel’s amenities
Anticipating guests’ needs and solving their problems
Researching dining and entertainment recommendations and making reservations
Providing directions and information about local points of interest
Hiring and supervising staff
Ensuring rooms and common areas meet guest standards
