The Guest Services Centre Agent handles order taking and dispatching of in house guest calls relating to
Restaurants, Housekeeping, Laundry, Front Desk, general inquiries/ information, Maintenance and
The goal is:
to provide our guests with seamless, superior quality service delivered with full knowledge and
to provide guest satisfaction by immediate response to all guest requests and queries.
to improve communication by working with colleagues to deliver guest requests and handle
At Le Méridien Atlanta Perimeter, we are proud to represent our hotel to guests from all over
the world. We treat our guests and our colleagues with respect, and work hard together to deliver the
highest quality of service to all.
Responsible for the Guest Services Centre function. This includes handling all guest calls relating to
Restaurants, IRD, Housekeeping, Laundry, Front Desk, general inquiries/ information, Engineering and
Security; dispatching (not transferring) them as appropriate.
Answers in house guest calls, notes down requests and communicates to the concerned department. Dispatches requests using the STARGUEST and Lightspeed/Galaxy.
Proactively keeps self and Guest Services Centre colleagues updated on in-house events and functions,
"what's going on" in Atlanta, and changes to Guest Services Centre operating procedures.
Ensures follow up of all guest requests.
Checks satisfaction with guests.
Handles all in house guest calls.
Receives wake-up call requests and executes wake-up calls in person
Receives Housekeeping and Laundry requests; Dispatches orders in a timely manner using the GSC
software. Follows up on reminders by phoning the person who was supposed to execute the request.* Receives Lost & Found requests; Forwards information to Housekeeper on Duty.
Receives Front Office related requests (e.g. billing, late check out, room change). Forwards requests to
Receives Le Meridien reservation requests from in house guests; Forwards information to Le Meridien
Receives general guest inquiries. Handles simple, non-urgent requests off-line (e.g. Boarding passes,
Receives guest inquiries requiring special knowledge. Communicates with corresponding department
and ensure follow up with guest.
Process all amenities, following hotel guidelines
Receives Engineering-related requests (from either guests or associates); Assesses who should handle
the request and its urgency. Dispatches orders in a timely manner using the 2 way radio. Follows up on
reminders by phoning the person who was supposed to execute the request.
Receives Security or Emergency related calls; Follows the security or emergency procedures.
Knows the hotel's services and products, including names of the executive team and employees of the
Fully capable of handling function-related tasks on Lightspeed/Galaxy, Starguest, switchboard, Micros/HSI, and
other user software.
Knowledgeable to answer guest and customer questions regarding the SPG loyalty program.
Updated on VIP arrivals and in-house VIPs.
Keeps Guest Service Centre and equipment tidy, in working order and well organized at all times.
Ensures forms and documents used in the role are available - and sets up MIS-en-place for the next
Proactively builds and maintains good working relationships with all hotel functions, especially with
Restaurants, Housekeeping, Laundry, Front Desk, Front of House, Engineering and Security.
Represents the hotel and takes responsibility on behalf of different departments.
In case of emergency (fire, evacuation, threat, lights out), is responsible for the internal
communication with staff and guests.
Covers 3 shifts, 24 hours a day.
SKILLS AND ABILITIES REQUIRED:
Takes initiative to solve guest requests and complaints.
Is responsible for following up to the end, any guest request.
Pays attention to detail to ensure that all guest requests are satisfactorily resolved.
Knows all hotel departments and services.
Speaks English and local language and language of the main hotel segment.
Is able to handle difficult guests.
Has a front office background and is able to use Fidelio/Opera.
Good computer (word processing) skills to be able to type letters.
CLIENT- AND GUEST SERVICE
Courteous and professional handling of vendor requests, complaints and other issues.
Has good telephone etiquette (helpful, professional, maintain composure, etc).
Treats all calls with equal importance and priority.
Always speaks composed and clearly in a polite, business-like manner
Smiles while speaking - it shows in the voice.
TRAINING & QUALITY
Conveys information, suggestions and ideas clearly.
Works well in stressful, high pressure, and at times and unstructured situations.
Able to improvise to support highest guest satisfaction.
Maintains composure and objectivity.
Able and willing to handle challenges in the workplace, including anticipating, preventing, identifying,
and solving problems as necessary.
Able and willing to listen, seek to understand and resolve any concern or problem; knows when to
inform line manager.
Able to prioritize job tasks and duties in order to meet deadlines.
Neat and professional attire (as per grooming standards)
For women, only discreet jewelry, make-up, perfume, nail polish and only one set of earrings to
be applied during shifts(as per grooming standards).
For men, only discreet aftershave/ eau de cologne; no earrings or piercing to be applied during
shifts (as per grooming standards).
HYGIENE & SAFETY
Proper hygiene (as per grooming standards)
Clean work place
Le Meridien Atlanta Perimeter
Posted on: 12/01/2016
Position Available: Immediately
Applicants who do not already have legal permission to work in the location of this job will not be considered.