Guest Service Officer (Call Centre)

Job Description * Consistently offer professional, friendly and engaging service. * Process all external and internal calls and emails either by redirecting calls/emails or assisting the caller/sender. * Promptly answer telephone calls and emails, addressing callers and senders in a clear, friendly and courteous tone of voice. * Take ownership of the caller’s request and ensure follow up according to the hotel’s standards * Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering. * Answer all incoming IRD (In-Room Dining) calls promptly and courteously, following hotel telephone etiquette and service standards. * Take accurate F&B orders from guests, ensuring clarity and confirming special dietary requests, allergies, or preferences. * Dispatch all orders and guest requests promptly to the Kitchen and coordinate with service staff for execution. * Maintain information confidentiality. * Provide time and information in response to emergencies and guest requests such as plumbing problems, housekeeping requests, etc. Verify with guests, after a reasonable pre-set time, whether the request has been delivered. Follow-ups to be endorsed to proper channels. * Receive wake-up call requests from guests, repeat information back to caller as it is taken, accurately and expediently log/input information. Deliver wake-up calls at the requested time. * Serve as a liaison for Guests requiring information relating to all aspects of the hotel, such as: F&B promotions, Reservations, meetings rooms, etc. * Maintaining the communication with the guests regarding the lost & found items. * Have full knowledge of the hotel’s emergency procedures. Remain calm and polite during emergency situations and/or heavy hotel activity. * Promotes and leads a service driven, results driven work environment. * Follow department policies, procedures and service standards. * Follow all safety policies and promotes a safe work environment. * Other duties as assigned. Qualifications Good communication skills 0-2 years of experience in a similar role Company Description The legendary Queen Elizabeth 2 (QE2) is an iconic ocean liner reborn as a floating hotel and lifestyle destination. Celebrating its rich British maritime heritage, the QE2 delivers elevated hospitality, immersive storytelling, features 447 distinctive rooms and exceptional dining experiences to a global audience.