Service Plus Operator

Adeera Hotel group

Job Scope:

The Service Plus Operator is responsible for handling all incoming guest calls and service requests, ensuring efficient communication between guests and hotel departments. The role ensures that guest requests are accurately recorded, promptly dispatched, and completed to the highest service standards.

Main Duties and Responsibilities:

• Answer incoming calls in a professional and courteous manner.
• Handle guest inquiries regarding hotel services, facilities, and amenities.
• Record and dispatch guest service requests to the appropriate departments.
• Monitor the progress of guest requests to ensure timely completion.
• Maintain accurate records of all guest requests in the system.
• Coordinate with housekeeping, engineering, and other departments to fulfill guest requests.
• Provide information about hotel services, restaurants, and facilities.
• Handle wake-up calls and ensure they are delivered accurately and on time.
• Assist guests with general information and support requests.
• Ensure all guest communications are handled efficiently and professionally.
• Maintain confidentiality of guest information and records.
• Report any guest complaints or operational issues to the supervisor or manager.
• Follow hotel policies, procedures, and service standards at all times.
• Maintain a professional tone and telephone etiquette in all communications.
• Support the front office team during peak operational periods.