Telephone Operator

Job Description

How does your working day look like …

• Answer Incoming Calls: Respond promptly to calls from guests, potential clients, and other hotel departments.
• Direct Calls: Transfer calls to the appropriate departments, rooms, or staff members.
• Provide Information: Offer accurate and courteous information about hotel services, amenities, and local attractions to guests.
• Message Delivery: Take and deliver messages for guests, ensuring clarity and accuracy.
• Interdepartmental Communication: Relay important messages and information between departments (housekeeping, concierge, front desk, maintenance, etc.).
• Assist with Requests: Help coordinate requests for services like room service, housekeeping, wake-up calls, and maintenance.
• Confirming bookings, and handling any inquiries related to room availability at night.
• Up-sell Services: Promote additional services or amenities (e.g., spa, dining) to guests when appropriate.
• Guest Inquiries: Handle any inquiries or complaints with professionalism and efficiency, ensuring guest satisfaction.
• Special Requests: Address and facilitate special guest requests (e.g., wake-up calls, room changes).
• Emergency Calls: Respond to emergency situations, directing calls to appropriate personnel like security, medical staff, or the front desk.
• Documentation: Log messages, requests, and inquiries for future reference and follow-up with the use of MessageBox.
• Emergency Response: Follow emergency procedures for situations like fire alarms, medical emergencies, or security concerns.
• Security Awareness: Ensure that sensitive information about guests or hotel operations is handled securely.
• Schedule Wake-up Calls: Ensure wake-up calls are made on time, according to guest preferences.
• Data Entry: Update guest records and other relevant guest feedbacks in the hotel's system as needed.
• Maintain Work Area: Ensure the telephone switchboard area is clean, organized, and well-maintained.
• Professional Appearance: Maintain a polite, friendly, and professional demeanor at all times.
• Support Hotel Goals: Ensure that all interactions reflect the hotel's brand and commitment to luxury service.
• Answer all calls according to the set standard in the department training manual.
• Assist with all, internal as well as external request and pass it on to the concerned department / room number 
•  Handle messages for in-house and expected guests.
• Prepare Reports: Generate daily, weekly, and monthly reports related to call volume, guest inquiries, and service quality.
• Respond to all emails in a timely manner according to the set standard in the department training manual.
• Crosscheck and make sure the guest nationality and ID in OPERA matches with that in VICAS.
• Any other duties as may reasonably be requested by the management 

Qualifications

Your personality counts more than your CV …

• High school diploma or higher education is preferred and Telephone system
• Working in a customer service driven environment.
• Working with different computer software Microsoft Office packages.
• Working Knowledge of Opera software is preferred.
• Telephone handling training or cross training in telephones is desirable.
• Experience working in a multi-cultural environment and teamwork spirit is also desirable
• Good telephone / administrative / computer skills
• You can speak and write English fluently. Arabic is a plus.
• You’re a doer – and even if you do it wrong sometimes, you openly admit it.
• You have extensive knowledge of spa treatments, products, and techniques.
• You’re not just bringing your abilities, but also your character.