Guest Service Operator

Pullman Hotels & Resorts; Cape Town; On-site; ZAR 120 000 - 180 000; Full time

Job summary

A prominent hospitality organization in Cape Town seeks a Guest Service Operator to handle incoming calls and guest requests. Ideal candidates will have experience in a similar role, outstanding communication skills, and proficiency in relevant computer systems. The role requires maintaining a high standard of service, managing guest inquiries promptly, and demonstrating a commitment to guest satisfaction. Join this dynamic environment and embrace the opportunity to enhance guest experiences.

Qualifications

• Previous experience in a Front Office or Call Center role in a hotel.
• Additional languages are an advantage.
• Calm, courteous demeanor under pressure.

Responsibilities

• Handle all incoming calls complying with corporate standards.
• Respond to in-house guest requests and log them.
• Participate in emergency procedures and handle alarms.

Skills

Excellent communication skills in English

Strong computer literacy

Polished telephone etiquette

Ability to multitask

Tools

Opera PMS

Microsoft applications

Job description

Overview

Accor is a pioneer in responsible hospitality with a global footprint across 110 countries, 5,600 hotels, 10,000 restaurants and lifestyle destinations. We emphasize a caring environment where you can grow and explore career opportunities within the hotel or broader hospitality industry.

Job Description

Scope of Position

Guest Service Operator are responsible for handling all incoming calls as well as treating all in-house guests’ requests 24 hours a day, 7 days a week, to ensure their stay at The Pullman Hotel is a memorable moment.

Responsibilities

• Respond to all incoming calls in compliance with corporate governance standards and transfer them to the appropriate destination.
• Respond to all in-house guest requests and transmit the order to the corresponding department for treatment in accordance with corporate governance standards.
• Log all requests and ensure follow-up within standard delay.
• Log and process wake-up call requests.
• Handle restaurant reservations requests and be aware of ongoing promotions and events in the hotel.
• Maintain updated telephone extension lists.
• Arrange special deliveries and celebrate special occasions for guests.
• Participate in emergency procedures, ensuring telephones are answered and communications are coordinated until final evacuation.
• Handle emergency line and elevator alarms.
• Receive and distribute faxes for guests, tenants and internal departments.
• Act in accordance with standards and conform to corporate governance policies and procedures.
• Possess working knowledge of IRIS, Fidelio, and other Microsoft applications (training provided).
• Co-operate with other departments to ensure high levels of guest service and profitability.
• Ensure knowledge of all facilities, services and hours of operation to respond confidently to inquiries.
• Demonstrate commitment to personal guest service excellence and duties as assigned.
• Adhere to and promote all Company Health & Safety policies and procedures to maintain a safe work environment.
• Perform general administrative duties (e.g., filing, arrival preparation paperwork, updating extension lists, email lists).
• Other duties as assigned by Management.

Talent & Culture Responsibilities

• Establish ongoing on-the-job training programs within the department to meet Brand and Service Standards.
• Induct new staff into the team and hotel following guidelines; ensure staff carry out duties per Brand and Service Standards.
• Openly communicate with staff to ensure regular briefings and information sharing.

Systems & Procedures

• Log and inform your Manager of system problems; suggest improvements to current systems and procedures.
• Follow policies and procedures in the Accor Brand Standards Manual and Departmental Service Standards/Procedures Manuals.
• Complete all duties with a concise handover.

Guest Centric

• Provide efficient, friendly and professional service to all guests.
• Lead by example in attending to guest requests and strive for Total Customer Satisfaction.
• Take initiative to ensure positive interactions with customers; involve the Manager on Duty if needed.
• Work collaboratively with colleagues to meet department/hotel goals.
• Respect, sensitivity and transparency toward customers and colleagues from all cultural groups.
• Act as a salesperson by promoting special promotions and facilities within the Hotel.
• Adopt Accor values and customer vision to offer the best service to customers.

Qualifications

• Previous experience in a Front Office or Call Center role in a hotel.
• Excellent communication skills in English; additional languages are an advantage.
• Strong computer literacy and familiarity with Opera PMS (or similar systems).
• Polished telephone etiquette and a calm, courteous demeanor under pressure.
• Passion for delivering exceptional guest service and exceeding expectations.
• Ability to multitask, prioritize, and remain composed in a fast-paced environment.