The 5* College Green Hotel Dublin (part of the MHL Hotel Collection and Marriott International) is currently recruiting for a Telecoms Agent.
Main Duties & Responsibilities:
1. Answer calls within prescribed time frame of 3 rings, respond to caller in a professional manner and according to established scripts and standards, respond to all guest inquiries, and promptly route call to its destination as required.
2. Act as central communications point during emergency/crisis situations by having thorough knowledge of emergency, safety and security procedures and having phone numbers of local fire, police, poison control, etc.
3. Ensure all telephone equipment and accessories are in proper working order. Notify Engineering or appropriate service provider immediately of any malfunctioning equipment.
4. Respond to in-house guest concerns or complaints in a timely manner. Make appropriate service recovery gestures according to established guidelines and report all concerns to DM.
5. Ensures that the hotel guest courtesy call program is implemented per standard.
6. Responsible to co-ordinate the Beekeeper and SnapFix platforms for all internal and external reports.
7. Prepares and distributes guest preference and EmPower reports.
8. Monitor and respond to all guest chats through EmPower/GXP.
9. Promote team work and quality service through daily communications and coordination with other departments. Be aware and prepare for all in-house group meetings and VIP arrivals.
10. Oversee Room Service order taking function. Ensure all training and duties are up to standard.
11. Make dining reservations for all F&B outlets throughout the hotel using Open Table.
12. Perform other duties as assigned such as recording and distributing guest issues, mail, faxes, and monitoring emails.
Our ideal candidate:
Basic reading and writing plus six months experience as a phone/switchboard operator. Hotel experience preferred. Must speak fluent English. Other languages preferred.
This job requires ability to perform the following:
1. Speak, listen, and use a keyboard to type or route messages, usually done while sitting down.
Other:
* Communication skills are utilized a significant amount of time when interacting with guests and callers.
* Reading and writing abilities are utilized often when completing departmental records/logs and taking messages for guests or hotel staff.
* Flexible hours required, 7 days a week, morning and evening shifts.
What we can offer you:
* Marriott hotel discounts
* MHL hotel discounts
* Opportunities to work with international Marriott brands
* VHI employee assistance programme
* Discounted gym membership
* Discounts in MHL food & beverage outlets
* Sick pay
* Subsidised taxis for late work
* Recommend a friend programme
* MHUB online training & development platform
* Employee recognition awards
* Meals on duty
* Birthday gifts
* Gifts for parents of newborn babies
* Life insurance
* Bike to work scheme
* TaxSaver travel scheme
* Social events
* Sporting events
About the MHL Hotel Collection:
MHL group is a renowned portfolio of well-known, high-profile Hotels throughout Ireland. Our core business rotates around our exceptional people. We provide a comprehensive onboarding, upskilling, and professional development.
Skills:
Communication, Customer Service, Telecommunication
Benefits:
Hotel Discounts
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