Order Taker - Gran Melia Hotel Palazzo Cordusio
col-wideJob Description:
MISSION: Listening to our customers' requests and directing them to the dispensers or stockers to ensure service standards are met.
OPERATIONS
* Manage the reception of all customer request calls.
* Register all requests and send them to the Room Service & Minibar team.
* Keeping a record of all applications ensuring that the time limits set by hotel are met.
* Manage in the hotels where it is necessary to maintain communication via e-mail with the special amenities or requests by butler or guest service line.
CUSTOMER EXPERIENCE
* Be knowledgeable of the Brand philosophy and comply with the standards, operational and identity manuals that apply to their department.
* Ensure the customer's experience and personalise their stay, anticipating their needs and exceeding their expectations.
* Deal with customer incidents, communicating the actions taken to the person in charge. Escalate the incident to the person in charge if a solution cannot be found.
* Be knowledgeable of the Voice of the Customer goals and to execute the necessary actions to achieve them.
* Support their manager with the Sensory Architecture established for their areas.
* Be knowledgeable and promote the hotel's services and facilities as well as the entertainment programme, experiences and events.
HEALTH & SAFETY// HEALTHY WORKPLACE
* Be knowledgeable of the hotel's evacuation plan.
* Be knowledgeable of the personal protective equipment and use it correctly.
* Be knowledgeable of the methods, work procedures and risks inherent to their activity.
* Assume the responsibilities assigned in the Occupational Health and Safety Management System Manual.
REQUIREMENTS
EDUCATION AND TRAINING: VT valuable;
LANGUAGES: Local language and English would be an asset.
SPECIFIC KNOWLEDGE:
* Planning
* Organisation.
EXPERIENCE: Minimum experience of 1 year.
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