Telephone Operator

Company Description

Overlooking the scenic South China Sea, an hour away by ferry from Singapore, Mövenpick  Resort & Spa Bintan Lagoon will introduce Swiss-inspired hospitality to Bintan in celebration of Mövenpick's rich culinary legacy. The resort is set to be the new beach getaway destination for all generations with standout facilities, including 420 rooms & suites, two golf course, three lagoon swimming pools, unique restaurant concepts, a two-storey beach club, spacious event spaces. Wellness will also be an integral part of the resort experience, with a vast wellness and recreation village that will feature a gym, a spa, and Kid Club.

Job Description

This position serves as the main point of contact for hotel guest, potential clients, business partners, third-parties and internal clients through phone calls. Operator ensures a lasting positive impression of the hotel through courteous, effective and professional handling of all phone calls. This role is crucial in maintaining our reputation for exceptional service and creating memorable experiences for our visitors.

Ensuring Exceptional Customer Experience

• A vast knowledge of hotel services, facilities, local areas and attractions.
• Anticipate guest needs and exceed guest expectations.
• Recognize and appreciate repeat guests and elite members.
• Provide services which are prompt, professional and discreet.

Core Work Activities

• The Telephone operator is responsible and accountable for all operations in relation to the Switchboard and guest message delivery whilst on duty.  
• Answer phone calls in accordance to the standards. Transfer calls if necessary
• All duties and tasks performed are to be procedurally correct, timely and consistent.
• Able to work under time constraints and delegate task swiftly.
• To ensure that all guest enquiries and requests are attended to in a helpful, professional yet warm and friendly manner.
• To ensure on a daily basis that you are fully aware of all arrivals to the Hotel, and in particular, VIP’s and return guests, and that you are aware of any special requests for appropriated action.
• To ensure that you are completely aware of the complete range of services and facilities that the hotel provides to its guests and visitors.
• To ensure you have a complete and thorough knowledge of the outlets of the hotel, their operating hours and the scope of services that they provide.
• To ensure that all telephone calls are attended to in a helpful and professional, yet warm and friendly manner. The Switchboard is not left unattended at any time whilst on duty.
• Responsible for the prompt and correct input of all guest messages into the system.
• To identify any faults that occur in the switchboard at any time whilst you are on duty and report accordingly.
• Responsible for providing a personal, efficient, friendly and warm wakeup call service for our guests as required.
• Confidentiality is adhered to with no exceptions.
• Note wake-up call request and deliver them as per standard.
• Promote hotel loyalty program. Hence, able to explain all information pertinent to the membership program confidently.
• Respects the privacy and security of hotel guest.
• Able to perform reservation, concierge, guest relations and porter duties.
• To be completely aware of the Fire and Emergency procedures of the hotel and your functions during such situations.
• Be available during emergency situation to provide any appropriate direction.
• To ensure that all guests and callers are provided with concise information concerning the services and facilities provided by the hotel.
• Drive loyalty program enrollment.
• Understand the hotel policies and able to confidently relay the information.
• Well versed in the property management system and other hotel systems to ensure effective running of the hotel operation
• Adhere to all operating standard procedures, hotel policies and brand standards.

Qualifications

• Vocational diploma or degree in hospitality is an advantage.
• Fluent in the national language and a good working level of English. Ability in a third-language is an added advantage.

Additional Information

In compliance with employment laws in Indonesia, this position is only open to Indonesians.