Pullman Touch Agent

**Job Description**:

- Process all incoming and outgoing calls accurately and courteously
- Records and controls accurately wake up calls
- Pages guests in co-operation with concerned departments
- Assists guests with international calls and directory queries
- Calls guests by name whenever possible and must be answered within 3 rings
- Pages Heartists member when requested
- Abides by principles of guest privacy
- Handles guests' needs or requests and reports complaints to the Supervisor
- Aware of local telephone listings and frequently dialed numbers
- Provide an efficient and courteous communication service for guests ensuring all messages are delivered promptly to the correct room.
- Know all of hotel product, including room types, room rates, facilities, food and beverage outlets, Spa and leisure activities.
- Ensure that the in-room dining order is handled according to the Brand Service Standard.
- Handle all of guest messages, voice mail and facsimiles in an efficient, timely manner.
- Report any problems with in-house television system, music to Duty Engineer immediately.
- Advises defects on switchboard equipment to Supervisor
- Attends to all guest queries and requests promptly
- Maintains detailed knowledge of the Hotel's fire, life and safety system
- Maintain Hotel Information
- Provide secretarial services for guests
- Handle complaints promptly and follow up thoroughly on action taken
- Promote in house service and facilities
- Update airline schedules and guides the guest whenever requested
- Advise to Supervisor all stationary needs in advance
- Ensure cleanliness of work area and clean your work area prior to departing
- Report daily activities in logbook
- Demonstrate Awareness of Hotel policies and procedures and ensure all procedures are conducted safely and within Hotel guidelines
- Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
- Initiate action to correct a hazardous situation and notify supervisors of potential dangers
- Log security incidents and accidents in accordance with hotel requirements

Work Experience
- Previous experience in a customer-focused industry
- Positive attitude and good communication skills
- Commitment to delivering a high level of customer service
- Excellent grooming standards
- Calm, efficient, and organized with great attention to detail
- Ability to multi-task while maintaining a positive attitude when working with a Guest
- Professional manner with an emphasis on hospitality and guest service
- Computer literate and able to navigate through Company systems
- Ability to work on your own and as part of a team

**Benefits**:

- Employee benefit card offering discounted rates in Accor Hotels worldwide.
- Develop your talent through learning programs by Academy Accor.
- Opportunity to grow within your property and across the world
- Ability to contribute to local community and make a difference through our Corporate Social Responsibility activities, like Planet 21