I. BASIC PURPOSE / JOB BRIEF:

Responsible for providing general Facility Services enquiry or Facility Services assistance to all customers either visiting the Facility Services Control Room or call in to the Service Help lines. Coordinate with Operation teams with an efficient Help Desk Facility in order to provide an effective Facility Services support and assistance to all other operating departments both internal and external customers.

II. MAJOR RESPONSIBILITIES AND DUTIES:

• Receive calls on the helpdesk and organizing facility services support and assistance in dealing with all queries. Ensure proper handling of Job Requests through phone call or Computerized Job Request System and assign all request to Duty Engineers and Duty Technicians accordingly.
• Implement and monitor a status chasing in each call ensuring that the call has been actioned within a specified time limit of the category priority and follow up paper work to ensure completion of action taken by using a designated Job Request System.
• Receive any customers that visiting the property Services Control Room and redirect them to the appropriate managers accordingly.
• Undertake day to day administration in association with the Help desk facility; assist in auditing of systems under his responsibilities.
• Report accidents, injuries and unsafe work conditions to superiors and Relevant departments.
• Coordinate with the superior related issues accordingly.
• Perform other reasonable job duties as assigned by superiors from time to time.
• To provide administrative support to enable the Facilities department to function effectively and efficiently.
• Providing an effective response to the other departments facility queries and complaints where applicable, and to forward any others to relevant departments.
• Adhere to all company policies and procedures.

III. JOB SPECIFICATIONS:

Educational Requirement:

• Bachelor’s Degree (4 Year Course) / Secondary school certificate or equivalent professional training. Fresh graduates are welcome to apply.

Experience Requirement:

• With 2 to 3 years working experience as service supports in hotel & casino or from any customer service and support related industry, (Advantage but not required).

Skills and Attributes:

• Good command in both written and spoken English & Tagalog.
• Computer literate in MS Office applications.
• Good telephone manner and customer service focus.
• Excellent interpersonal / presentation skills are preferred to deal effectively with all incoming calls and requests from the management.
• Independent and able to work with minimal supervision.
• Ability to work under pressure and meet deadlines.
• Ability to work on flexible shift including overnight, weekends and holiday on rotation basis                 
• Ability to work on overtime when needed.