Call Center Executive @ Aria Brew & Dine

1 To answer all incoming calls:
- To ensure all calls are answered straight away after the first ring
- To conduct all the conversations in a professional, courteous and
welcoming manner outlined in the training manual
- To deal with all kind of enquiries and ensure that callers are transferred to
appropriate persons / department
- To take and pass on any messages to the intended individuals
2 To take all the reservations:
- To listen to and understand all the details of inquiries
- To be aware of table availabilities for each day in order to respond to
inquiries quickly and efficiently
- To take all the necessary booking details correctly
- To repeat back the booking details and give further information if required,
e.g. address, opening and closing time, last orders, etc
- To suggest other options in case of no availability
- To bid a pleasant farewell
3 To deal with all the e-mails and text inquiries:
- To use professional language and manner set by the company when
answering e-mails or texts
- To answer all the in-coming e-mails and texts by end of the day if not
instantly
- To keep drafts of e-mails folders up to date
4 To stay informed of events and trends within the hospitality industry and
social scene in Bangalore:
- To be familiar with all the hotels, bars, clubs and other organisations we
work with
- To maintain good business relationships with the relevant personnel, e.g.
Concierge or Hotel Managers
5 To be aware of all common knowledge for our operations:
Menus we offer food, drinks, cakes, house wines, house champagne, etc.
- Opening and closing times
- Last order times
- Closure dates
- Special dates, Christmas and New Year Events, Valentines Day or Hire
Outs
- Name of the personnel within the company and their duties as well as their
telephone extension numbers
- Or any other information you are asked to familiarise yourself with
6 To keep updated versions of menus or forms either as an electronic copy
in your computer and/or as a hard copy on your shelf or cupboard
7 To be able to use all the electronic equipment and software:
- To monitor the waiting time of callers and respond accordingly
- To assist with compilation of a database for callers, names, regulars,
preferences, telephone numbers, etc.
- To use all the function of computers and software to minimise possible
human errors
- To attend the training sessions as required
8 To prepare the reservations sheet daily for each lunch and dinner service
9 To place orders for cakes and any other special menus items and confirm
on the day that these orders will be ready as required
10 To inform via e-mail, text or any means necessary any special
information and the summary of lunch and dinner service to relevant
people in a correct format and in a timely manner
11 To do all the confirmations:
- Use phone, e-mail, text or any other method to complete the booking
confirmations
- Include the concept of return times when doing the confirmations
12 To file all the forms (e.g. credit card details, payment by absentee forms,
special order forms, cake order forms, past blocking sheets, reservations
sheets, etc.) in a correct manner as outlined by the company
13 To assist and support new recruits on job training
14 To check stock levels of stationery and inform relevant personnel if they
need replenishing
15 To shred documents when destroying confidential information (credit
card details, special requests)
16 To keep your workspace clean and tidy