Guest Service Officer (Call Centre)

Company Description

The legendary Queen Elizabeth 2 (QE2) is an iconic ocean liner reborn as a floating hotel and lifestyle destination. Celebrating its rich British maritime heritage, the QE2 delivers elevated hospitality, immersive storytelling, features 447 distinctive rooms and exceptional dining experiences to a global audience.

Job Description

• Consistently offer professional, friendly and engaging service.
• Process all external and internal calls and emails either by redirecting calls/emails or assisting the caller/sender.
• Promptly answer telephone calls and emails, addressing callers and senders in a clear, friendly and courteous tone of voice.
• Take ownership of the caller’s request and ensure follow up according to the hotel’s standards
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering.
• Answer all incoming IRD (In-Room Dining) calls promptly and courteously, following hotel telephone etiquette and service standards.
• Take accurate F&B orders from guests, ensuring clarity and confirming special dietary requests, allergies, or preferences.
• Dispatch all orders and guest requests promptly to the Kitchen and coordinate with service staff for execution.
• Maintain information confidentiality.
• Provide time and information in response to emergencies and guest requests such as plumbing problems, housekeeping requests, etc. Verify with guests, after a reasonable pre-set time, whether the request has been delivered. Follow-ups to be endorsed to proper channels.
• Receive wake-up call requests from guests, repeat information back to caller as it is taken, accurately and expediently log/input information. Deliver wake-up calls at the requested time.
• Serve as a liaison for Guests requiring information relating to all aspects of the hotel, such as: F&B promotions, Reservations, meetings rooms, etc.
• Maintaining the communication with the guests regarding the lost & found items.
• Have full knowledge of the hotel’s emergency procedures. Remain calm and polite during emergency situations and/or heavy hotel activity.
• Promotes and leads a service driven, results driven work environment.
• Follow department policies, procedures and service standards.
• Follow all safety policies and promotes a safe work environment.
• Other duties as assigned.

Qualifications

Good communication skills

0-2 years of experience in a similar role