Call Centre Agent / Service One Agent
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Transatlantic Cost of Living & Purchasing Power Benchmark
Position Overview & Specifications
JOB SUMMARY
As a Call Centre Agent in Service One, you will be responsible for creating exceptional experiences for our guests. Your tasks as a Call Centre Agent will include but not be limited to:
Call Centre Agent / Service One Agent
- Excellent communicator as you create the first impression across all contacts (guests, associates, suppliers, visitors, residents) to ensure a memorable experience at Pan Pacific London.
- Responsible for creating a seamless in room dining experience by ensuring all in-room dining orders are accurate, clear and complete.
- Knowledge of our F&B offerings, specials and promotions so that you can recommend and enhance our guests in-room dining experience.
- Welcome each call with a warm smile and a pleasant tone of voice. You value our guests by using their guest names, and you act as a bridge that can connect our guests to the right people.
- Able to anticipate business needs and forecast staffing needs to ensure that we do not compromise on excellence and service.
- Ability to master the various communication channels that we utilize to deliver a memorable experience for our guests.
- An expert on everything that Pan Pacific London has to offer including all hotel services, hours of operation, key personnel, hotel policies, etc.
- Show flexibility by being able to assist with other tasks or projects as assigned by hotel management and associates.
- Ownership of the guest experience and keeping communication lines open to the senior team.
- All other duties as required.
BENEFITS OF WORKING AS A CALL CENTRE AGENT / SERVICE ONE AGENT AT PAN PACIFIC LONDON
As a company, we pride ourselves on our close-knit relationships, development and wellbeing. We offer you:
- Access to Mental Health First Aiders
- Celebrate your Birthday with an extra day off
- Cycle to Work Scheme
- Employee Assistance Programme
- 2 Hotel-Wide Social Events a year as well as additional social gatherings
- Flexible Work Policy
- Meeting Free Fridays
- Reward and Recognition – Star of the Month and Star of the Year
- Guest Experience Programme
- Discount on our Food and Beverage Outlets
- Culture Club – Focuses on Diversity and Inclusion
- Friends and Family rates in our Hotel and the Pan Pacific Hotel Group properties
- Complimentary meals prepared for you by our chefs
- 2 Study Days per year (fully paid and in addition to your annual leave)
- 2 Volunteer Days per year (fully paid and in addition to your annual leave)
- Progression – our goal is to always to coach and keep our employees helping you to develop and grow within the Hotel
ABOUT PAN PACIFIC LONDON
Welcoming the epitome of modern luxury, an urban retreat located in One Bishopsgate Plaza in the City of London, just moments away from Liverpool Street Station. Pan Pacific London combines sincere Singaporean hospitality with contemporary London design.
Come and join our haven in the heart of the City, a Forbes Travel Guide Five-Star Property and most recently voted AA Hotel of the Year 2022. Our team can’t wait to welcome you.
Please note that all applicants for Call Centre Agent / Service One Agent must be eligible to live and work in the UK, without restrictions. Documented evidence of eligibility for Call Centre Agent / Service One Agent will be required from all candidates.
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
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Call Centre Agent / Service One Agent • Pan Pacific London
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