Engineering Helpdesk

Position Purpose: To assist the guests efficiently, courteously and professionally in all front office related functions.

Key Result Areas:

· Respond to requests for technical assistance via phone, emails, a system, or in person

· Guide the team and client about their problems and how to solve them

· Forward problems, work orders etc. to the concerned departments and request them to take action

· Identify problems requiring urgent attention and take appropriate action on them

· Follow the helpdesk procedures and maintain records of all interactions

· Stay updated with changing technologies to maintain efficiency

· To receive, communicate and check-in guests in correspondence with company policy.

· Take care of special wishes / requests of guests and pass onto the appropriate personnel.

· Check out leaving guests, make up bills and handle payments in correspondence with company procedures.

· To manage and make appropriate records to ensure guest requirements are satisfied.

· Liaise with other functions (e.g. housekeeping) regarding guest requirements (e.g. late / early check-in, newspapers, fruit etc.)

· Ensure all Guest Information is displayed is accurate, up to date and meets customer requirements.

· Professional management of any complaints in accordance with company procedures.

Key Competencies:

· Be well groomed and have a professional appearance and attitude

· Have excellent oral and written communication skills

· Interact with other employees of the team and client to co-ordinate and solve various problems, complaints, etc.

· Have good writing skills

· Possess good analytical skills to scrutinize problems and help solve them

· Proficient in planning and organizing the everyday workload

· Minimum 2 year experience as front reception or guest service agent at senior level.

· Completed a business college course or secretarial / admin course (optional)

· Commitment to an exceptional guest service to high standards.

· Strong interpersonal and oral communication skills.

· Passion and excitement for the hospitality / service industry.