Connect Associate

2 weeks ago

Delhi, India Pullman New Delhi Aerocity Full time

Company Description

Pullman New Delhi, Aerocity is one of the finest five-star hotels in Delhi and enjoys a prime location of Aerocity, located 07 minutes away from the India Gandhi International Airport. Pullman New Delhi Aerocity offers 06 award winning restaurants and bars, a fully equipped fitness centre, spa, salon, and an outdoor heated swimming pool.The hotel has 670 Rooms (Including Novotel New Delhi). Walking distance from the property is the Worldmark Complex, which houses premium offices, shops, and eateries. Cyber City is a 15-minute drive from the hotel. Shopping Malls like DLF Promenade, Emporio and Ambience are located within the radius of 5 km. Tourist attractions like Rashtrapati Bhavan, Jantar Mantar and India Gate is within a 10 km radius of the Pullman New Delhi Aerocity, making it the ultimate travelers haven.

**Job Description**:
Guest Loyalty
- Ensures all calls from internal and external guests 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 and forwards to concerned department.
- Ensures correct transmission and receipt of facsimile.
- Accurately records all requests for wake‐up calls and ensures they are delivered 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.
- Takes IRD orders from internal guests and efficiently forwards the order to IRD ensuring correct and smooth delivery of order.
- Knows the functions and operating of 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 how to handle an Elevator emergency call and assists guest appropriately.
- Knows all the Emergency Procedures of the hotel and how to handle them.

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