Connect Associate

15 hours ago

Delhi, India PULLMAN 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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