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Customer Care Centre Agent

Chelsea Hotel - Toronto

This is a Part-time position in Toronto, ON posted August 23, 2017.

Receives and dispatches guest request calls in addition to answering staff requests.  Assigns calls and monitors calls ensuring closure of 20 minutes. 

Key Result Areas

My Guest

  • Responds to guest phone calls, using the Standard greeting and the guest name. Guest name must be mentioned on three occasions during the call.
  • Records, assigns, and ensures that all guest requests are responded to with efficiency and accuracy.
  • Making follow up courtesy calls to hotel guests to ensure their requests are met and the problem has been resolved.
  • Responds to guest complaints in a timely and efficient manner.
  • Ensures all guest requests are completed by placing a follow-up call to the guestroom. Follow upon delayed calls.

My Product

  • Responsible for the distribution and return of equipment to Housekeeping and Maintenance staff e.g. Radios and pagers.
  • Records daily statistics in Espresso and advises the Telecommunications manager or assistant of any discrepancies.
  • Generates various reports for the Telecommunications Manager, the Executive Housekeeper and the Director of Plant and Building Maintenance.

 My Colleague

  • Liaise with other department such as Housekeeping, Front Office and Maintenance to coordinate assigning and follow up of calls.

 My Chelsea

  • Regular test calls will be completed to ensure call quality and that the Department is performing at the highest possible level.
  • Complies with Hotel & Safety Policies and Procedures.
  • Performs all other tasks as assigned by Management.

Working Experience

  • Previous guest service experience an asset.

 

Knowledge

  • Computer skills.

 

Soft Skills

  • Detail oriented.

 

Language

  • Effectively communicate in the English language.

 

Physical Requirements

  • Sitting for long periods of time.
  • Oral communication.
  • Flexible availability for a variety of shifts including mornings, afternoons, evenings and weekends.

 The Chelsea Hotel, Toronto is committed to providing a fair and equitable work environment and encourages applications from qualified women, men, visible minorities, aboriginal peoples and persons with disabilities. As per the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA), Chelsea Hotel, Toronto will accommodate the needs of applicants with disabilities throughout all stages of the selection process.  If you need accommodation during the recruitment process, please advise your Talent Acquisition representative.

Skills Required

  • Education level: None
  • Work experience (years): None

Package

Salary: N/D

How to Apply

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