Telephone Operator Full Time

Telephone Operator operates the telephone switchboard station in order to answer telephone calls and process guest requests for wake up calls, screening calls, and other requests related to placing or receiving telephone calls. Advise guests of any messages (e.g. voicemail, e-mail, faxes) received for them and send to room, if required. Answer, record, and process all guest calls, requests, questions, or concerns. Receive, record, and relay messages accurately, completely, and legibly. Log all guest requests or issues into computer, contact appropriate individual or department (e.g. Bellman, Housekeeping, Engineering) and follow up with guests to ensure their request has been met to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. Assist guests with accessing the Internet. Report accidents, injuries, and unsafe work conditions to the management.

KEY RESPONSIBILITIES

• Ensure hotel 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, 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.
• Organize and implement all special needs, personal preferences and amenity distribution in accordance with the department’s standards and procedures.
• Answer and direct all external incoming telephone calls following the standard telephone etiquette.
• Take In Room Dining orders from the guests over the telephone. Enter order into MICROS system.
• Communicate special instructions to the kitchen and expediters.
• Handle guests’ complaints and take action to resolve problems.
• Accept and relay guests’ messages, either manually, in writing or through voice mail system.
• Take request for wake up calls and follow through to ensure guests receive their wake up call at the requested time.
• Greet guests with a cheerful and pleasant voice using guests name at least during the conversation.
• Respond to emergency situations calmly, effectively, according to the hotel guidelines.
• Actively participate in sending and distribution of all incoming and outgoing faxes and messages.
• Understand and know all SOPs for fire evacuation, 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.

• Degree in hospitality management and/or similar work experience or certified accreditation.
• Minimum 1 year experience as Telephone Operator or in Front Office department, 4/5* property with 300+ inventory.
• Excel, Word, Power Point, FBM, Opera, Computer Skills.
• Proficiency in Business English, Arabic, French and/or Russian language will be a strong advantage.