Job Description

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Impact of this role We are currently looking for a Service Centre Associate to join our team at Rosewood Miyakojima. Our Service Centre Associate is entrusted to answer all incoming calls in a professional manner using the correct telephone etiquette at all times. Key Responsibilities Ensure that all company brand standards are followed at all times. Work closely with other associates in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests. Contribute to the collective commitment of a unique guest experience - to create a sense of place. Support new members of the Rooms team. Report to work on time, ensuring appearance and presentation meet the required standards. Answer all incoming calls in professional manner using the correct telephone etiquette at all times. Maintain positive guest and colleague interactions with good working relationships. Handle guests concerns and comments and find a proper resolution to ensure guest satisfaction. Record and place wake-up calls accordin to guests’ requests and standards. Maintain constantly an extensive knowledge of the entire hotel’s operations and always assist the guests for any requests. Ensure knowledge of Miyakojima and surrounding regions. This includes all modes of transportation, popular restaurants, bars, clubs, retail, sightseeing, arts and cultural activities etc. in order to make recommendations when needed from guests. Be the main contact point between the hotel’s departments to action any arrangements necessary for guests. Assign on Unifocus associates for the hotel at the beginning of their shift and the end of their shift and liaise with associates if any issue is found. Record and monitor requests placed through Unifocus, KnowHousekeeping and other software to ensure guetss requests are actioned in a timely manner according to our standards. Communicate closely with all departments if the completion of a request is delayed and inform the guests accordingly. Proceed with recording any guests’ order for In Room Dining when needed. Support the Front Office operations when needed. Support the Housekeeping operations when needed. Report any defects in the building, plant or equipment according to hotel procedure and follow-up accordingly. While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates. Critical Skills & Qualification Experience: Previous experience as a Front Office Agent at a luxury/ultra-luxury hotel is preferred. The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.  Ability to prioritize and organize work assignments.  Must be computer literate.  Must be able to work well under pressure.  Ability to maintain discretion and confidentiality of all guests and hotel information at all times. Having thorough knowledge of the function of property management systems (Opera). Our associates have the opportunity to live by our guiding philosophy which captures the essence of our culture RELATIONSHIP HOSPITALITY. Heartfelt interactions are our lifeblood. A desire to build genuine, rewarding and lasting relationships with everyone we meet comes naturally to us – it’s our Calling.