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    Telephone Operator - Dubai, United Arab Emirates - the first group dubai

    the first group dubai
    the first group dubai Dubai, United Arab Emirates

    1 day ago

    Default job background
    Description
    • Ensure brand standards, policies and procedures are adhered to at all times.
    • Maintain complete knowledge of all hotel features/services, hours of operations, all hotel restaurant food concepts, menu price range, dress code and ambiance, all hotel room types, numbers/names, layout appointments, amenities and locations, all hotel room rates, special packages and promotions, daily house count and expected arrivals/departures scheduled daily group activities, names and locations of meeting/banquet rooms, room availability status for any given day.
    • Maintain cleanliness throughout the areas.
    • Organize and implement all special needs, personal preferences and amenity distribution in accordance to the department's standards and procedures.
    • Answer and direct all external incoming telephone calls following the standard telephone etiquettes.
    • Takes In Room Dining orders from the guests over the telephone. Enters order into MICROS system.
    • Communicates special instructions to the kitchen and expediters.
    • Handles guests' complaints and takes action to resolve problems.
    • Accepts and relays guests messages, either manually, written or through voice mail system.
    • Maintain and update Opera telephone Directory.
    • Prepare any admin related tasks delegated by the line manager.
    • Takes request for wake up calls and follows through to ensure guests receive their wake up call at the requested time.
    • Greets guests with a cheerful and pleasant voice during the conversation.
    • Responds to emergency situations calmly, effectively, according to hotel guidelines.
    • Actively participate in sending and distributing all incoming and outgoing faxes and messages.
    • Understand and know all SOPs for fire evacuation, your role and what is required in Emergency situation.
    • Successful completion of the training / certification process.
    • Develop and maintain positive and productive working relationships with other employees and departments. Support all co-workers and treat them with dignity and respect.
    • Follow, comply and ensure that all guests are checked-in and out from the DTCM e-service portal and CID systems.
    • Follow, comply and ensure that all service requests and incidents either requested by a guest and/or associates are logged into FCS/e-connect software in a timely manner.
    • Perform any other works as and when assigned by the supervisor and/or management.

    Desired Skill & Expertise:

    • At least 1+ years experience working at the reception or as a telephone operator in a 4* property with 250+ inventory.
    • 1 year experience Front Office computer literacy
    • Excellent communications skills with Proficiency in speaking and writing English.
    • Team player with excellent planning, organizing skills and excellent problem-solving skills.
    • Able to work flexible working hours with rotating shifts.
    • Pleasant personality and good grooming.
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