Personal Assistant (Telephone Operator)

As a Personal Assistant (Telephone Operator), you will accept, deliver, and respond to guest and management messages, inquiries, and emergencies using your knowledge of the hotel facilities, services, and the local vicinity to respond quickly and effectively. You will play a key role in guest communications, ensuring their needs are met and their expectations exceeded. Specifically, you will be responsible for performing the following tasks to the highest standards:

• Achieve positive outcomes from guest queries in a timely and efficient manner.
• Accept and deliver all messages correctly and promptly for both guests and management.
• Ensure all wake-up calls are scheduled and delivered accurately and on time.
• Demonstrate knowledge of all hotel facilities, services, and dining options, and use up-selling techniques to promote these offerings where appropriate.
• Handle emergency calls immediately and relay comprehensive and accurate information as required.
• Ensure all guest information and requests are handled discreetly and with the highest level of confidentiality.
• Provide detailed and accurate information during shift handovers to guarantee service continuity.
• Demonstrate a consistently high level of customer service, maintaining a courteous and professional telephone manner at all times.
• Comply with hotel security, fire regulations, and all health and safety legislation.
• Participate in training sessions to enhance communication skills, product knowledge, and customer service techniques.
• Demonstrate in-depth knowledge of local attractions, cultural highlights, landmarks, and services in the hotel s vicinity.
• Ensure compliance with Waldorf Astoria brand standards in all communications.
• Support other departments as necessary to maintain seamless guest service.