Job Description · Ensures all calls from guests and external calls are handled in a timely manner (answered within 3 rings) and professionally with Pullman & Novotel’s policies and procedures as a key factor. · Build rapport as first point of contact with Guests and provide personalized service Operational Processes · Answer all incoming calls. · Records and channels guest request to appropriate departments using HotSOS · Performs follow‐up calls to guests concerned to ensure service facility defect has been rectified to satisfaction. · Makes operator assisted calls · Records guest’s messages · Ensures correct transmission and receipt of facsimile. · Accurately records all requests for wake‐up calls and ensures they are handled correctly. · Accurately posts the charges for operator assisted and collect calls. · Knows the hotel and all its facilities, the department and section heads, the responsibilities of each department, the office extension numbers and its respective operation hours. · Knows the functions and in operating the fax machines. · Checks the log printers at regular intervals to ensure that the interface system is in working order. · Checks “Interface Lost Posting” dummy folio in PMS on an hourly basis to ensure there are no postings that are not posted to a guest folio. · Ensures that the console is always in good working order and the work area is neat and clean at all times. · Knows how to handle the telephone, radio / music and video equipment. · Knows all the Emergency Procedures of the hotel and how to handle them. Administration · Follow up on traces for the department in Opera PMS · Have Forms & Formats printed and ready to ensure efficiency in daily tasks Safety & Security · Ensures the highest level of safety and security by complying with training programs that deliver a high degree of awareness amongst team. · Has knowledge of Emergency Procedures and is aware of roles in an Emergency. Environmental Responsibility – Planet 21 · Follow the environmental initiatives of Accor. · Acclimates with Accor’s environmental charter initiatives into daily practices