Guest Service Centre Agent  – Avani Gaborone Resort and Casino

 

JOB DESCRIPTION

KEY DUTIES AND RESPONSIBILITIES

Please note that this is not an exhaustive list of everything that needs to be done. Avani Gaborone Resort and Casino employees always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:

• handle all inbound and outbound calls in a courteous and professional manner.
• Answer all incoming calls, provide pertinent information to the guests, and transfer the call to the appropriate source if requested
• To anticipate guest needs, and handle guest inquiries in a helpful and attentive Avani Gaborone Resort and Casino manner.
• To ensure that all callers to the Hotel are answered in a professional manner, and that their queries are dealt with as quickly and efficiently as possible.
• Act as the first point of contact for guest information by providing effective administrative support to the guests, completing all activities to the required standard, and in a timely manner.
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns
• Handle all calls for the Hotel and ensures all messages, information and requests are logged, communicated promptly and accurately to provide prompt delivery of excellent service for guests.
• Process requests on Message box and Okami App, delegates work assignments in a timely manner, follow up with the guest to ensure their satisfaction.
• Close all jobs on the Apps.
• Conducts courtesy calls, address, and document guest concerns in the database and assign queries and coordinate with other departments to address guest concerns in a timely manner.

QUALIFICATIONS

MINIMUM REQUIREMENT

• BGCSE
• Certificate /Diploma in Hospitality Management would be an added advantage
• Fluent in English
• Computer literacy Ms Excel, Word, and PowerPoint
• Technology savvy
• Knowledge Opera and Micros.
• Hotel Product Knowledge
• Proficient in all front Office Procedures
• Commitment to delivering exceptional guest service with a passion for the hospitality industry
• Ability to find creative solutions with proven problem-solving capabilities offering support where required
• ability to work in an environment that demands excellence, time and energy
• Strong communication skills

ADDITIONAL INFORMATION

Botswana Citizens Only

 

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