Assistant, Call Centre

Assistant, Call Centre 
(21596)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Shimmering in azure Indian Ocean, fringed with white powder sands and vibrant coral reef, One&Only Reethi Rah is a beautiful and rare place that creates magically unscripted stories for the world’s most discerning and remarkable guests. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

JOB SUMMARY
Colleague is responsible for handling all calls, both internal and external, efficiently, and courteously with high personalized service and attention to detail, as per the standards of One&Only. Project a favorable image of One&Only Reethi Rah to the public via telephonic interactions always. To assist in coordinating all guest requests promptly and ensure the proper function of the Call Center as the central communication point of the Resort.

KEY DUTIES AND RESPONSIBILITIES
•    Ensures that all guest requests are handled effectively and promptly by properly communicating with respective departments and raising tickets in Alice with all relevant information.
•    Ensures that all incoming calls, in-house calls, routing calls from Departments and Guests, local calls, trunk calls, and long-distance/IDD calls are handled efficiently and courteously.
•    Assists Hosts in coordinating all Guest needs promptly.
•    Maintains strong inter-departmental relations and communication to achieve synergy within the departments and the Resort using proper telephone etiquette – the ability to treat people with respect under all circumstances and instill trust in others besides upholding the values of the organization.
•    Ensures that highly personalized service with attention to detail is performed in his/her daily duties – good verbal and communication skills.
•    Effectively deals with complaints and understands the impact of attitude in handling calls professionally.
•    Ensures IPTV messages are sent timely and accurately as per the instructions from department heads.
•    Ensures that the Channels are checked daily as required and any malfunctions are reported to the IT Department immediately.
•    Ensures that all messages received via Review Pro (Guest Messaging Hub) are responded to promptly with proper information and any requests are passed on to the respective departments immediately.
•    Is familiar with and actively engaged in the SAGA platform as required.
•    Ensures that all the Wakeup Calls are received via Alice with relevant instructions and executes all Wakeup Calls as and when requested, as per standard and promptly. 
•    Ensures the proper handling of Do Not Disturb Status on telephones as required.
•    Upholding the guests’ confidentiality and ensuring the proper handling of inquiries on INCOGNITO guests.
•    Ensures proper handling of all incoming and outgoing faxes. 
•    Ensures that all Outgoing Calls (House and Guest calls) are recorded, handled, and logged properly in the respective ‘Outgoing Calls Sheet’ and forwarded to the Night Auditor every evening.
•    Ensures any guest preferences received are well communicated to respective departments (VIP Services/Hosts), updated, and correctly cohesively encoded into Opera/SAGA.
•    Handles Guest complaints prudentially and solves them following the Resort’s policy & and procedures on service recovery.
•    Ensures proper handovers are always given to the team by communicating in person, via the social platform designated for the Call Center, and by updating the Daily Handover Sheet.
•    Ensures the updating and upkeeping of Arrival Welcome Letters to reflect any changes to the information shared with guests.
•    Is responsible for printing, executing delivery, and ensuring the daily posting of newspaper charges to guests.
•    Ensures all the Printers are well looked after and reports any malfunctions or shortcomings to the Team Leader, Call Center & and IT Department.
•    Ensures all the Arrival Letters, Arrival and birthday Cards from Executives, Welcome Notes, and letters from respective Travel Agencies (Select Collection & and FHR), and Greeting Cards are well sought, prepared, checked, and delivered to the Housekeeping Office for distribution every evening.
•    Is familiar with and actively engaged in the Ikonnect Platform as required.
•    Is aware of the latest happenings, issues, and ‘what’s new’ and enriches product knowledge diligently.
•    Ensures that the telephone equipment’ is properly always functioning and reports any malfunctions, defects, or shortcomings to the Team Leader and call Center.
•    Updates the existing opera telephone book with changes and status. 
•    Attends training sessions, as assigned by the Team Leader, Call Center.
•    Always abides by the Resort rules and regulations.
•    Works wholeheartedly, meets deadlines, maintains the standards, and performs well with minimal supervision.
•    Is alert about all emails received to the Office mailing on Outlook and action upon them and where appropriate, forward the printed materials to Guests through Housekeeping Runner and keep Host posted with the same.
•    Share knowledge and skills with other Colleagues.
•    Always communicates Guest complaints or compliments to the Team Leader, Call Center, Front Office Management & and respective Hosts.
•    Attends daily briefings and shares the information with the rest of the Colleagues.
•    Exhibit ability to work well as part of a Team and is open-minded towards new ideas and views of others, gives and takes feedback, builds team spirit, and supports others.
•    Provides customer satisfaction to both internal and external clients and strives continually to improve service.
•    Maintains flexibility during operations as and when required.
•    Projects a favorable image of the Call Center and Rooms Division to the rest of the Resort always.
•    Projects a favorable image of One&Only Reethi Rah and One&Only Resorts to the public always.
•    Must demonstrate excellent attendance, grooming, and punctuality always.
•    Performs all duties and responsibilities in a timely and efficient manner by established Resort’s Policies and Procedures
•    To perform all other jobs related to your scope of work, as requested by your superiors or other Managers.

SKILL EXPEREINCE & EDUCATIONAL REQUIREMENT  
    Minimum 3 - 5 years’ experience in same position OR similar position in hospitality industry.
    Good commanding skills, leadership, and communication skills.
    Must have theoretical and practical knowledge about General construction, mechanical and electrical. 
    Ability to work hand-to-hand with technicians at any time of resort requirement.
    Should have proper knowledge about all Hospitality Engineering systems, Project & asset management.
    Must have Engineering degree / diploma in mechanical or electrical field.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.