Service Centre Associate
Shangri-La Hotel, Sydney is the city's leading luxury hotel. Located in the historic Rocks district between the Sydney Opera and Harbour Bridge, our hotel offers 565 spacious and inspired luxury guests rooms and suites, five food & beverage outlets and 20 functions rooms.
To cheerfully and promptly manage all guests external and internal, incoming and outgoing calls as well as assure accurate and expedient service to all hotel guests, patrons and colleagues.
Be familiar with all established telephone procedures and Standard Operating Procedures.
Answer all incoming calls promptly and pleasantly and assure that the appropriate response is made.
Deal efficiently and courteously with all guest requests by monitoring and following up with the appropriate colleagues and using the correct channels.
Perform all tasks assigned according to established policies and procedures – Telephone Services, Room Service orders, guest requests and general information, wake up calls
Able to maintain telephone equipment and report any maintenance problems to appropriate repair facility. Input requests and follow up requests where appropriate in FCS; input an order into the Infrasys system in a timely fashion.
Be familiar with the Hotel’s various food and beverage outlets and facilities, able to take reservations as well as use Res Pak.
Have the ability to anticipate guest’s needs in terms of special occasions, special dietary requirements, allergies, VIP’s dining etc.
Be familiar with knowledge of Sydney city and be able to assist guests with basic requests.
Respond urgently and in accordance with the established procedure to guest concerns or complaints and immediately advise the Supervisor/Manager in charge of the department responsible, in order that they remain informed and the matter is rectified.
Experience/ Skills Required:
Excellent written & verbal communication
Available to work full-time and have full Australian working rights