Telephone Operator

Job description / Role

Burj Rafal Hotel Kempinski

Burj Rafal Hotel Kempinski blends the Arabian values of hospitality and warmth with Kempinski management expertise and our remarkable European flair to bring you 349 rooms and suites with inspired, tasteful and stylish modern Najdi architecture.

A peaceful oasis amidst a dynamic city, the hotel offers a wide range of outstanding services. These begin with an exquisite variety of dining experiences in exceptional restaurants, and go on to include exclusively distinguished lounges, a classic European spa, a barber shop, fitness centre and two separate swimming pools for men and women.

Telephone Operator

The incumbent in this position is responsible for answering all incoming calls originating from within and outside the hotel in a friendly and caring manner according to the Kempinski and LQA standards.

Key responsibilities:

- Answer all incoming calls, connect them to the appropriate extension in an efficient, friendly and caring manner according to the Kempinski standards.
- Write down messages accurately for our guests and deliver messages in a timely manner.
- Handle guests' requests for DND (Do Not Disturb) and confidential status.
- Handle personal wakeup call requests for guests according to the LQA standard and automatic wakeup call requests for group and crew guests.
- Answer all guest questions / requests in a friendly and caring manner, take appropriate actions or if needed, refer the matters to the relevant persons to handle. It may be providing information or assistance to make an outside call or handling a complaint, etc.
- In case of emergency, handles all communications for the hotel whilst serving as the communication center.
- Keep a complete record of each DDD (Domestic Direct Dial) and IDD (International Direct Dial). Coordinate with front office reception all telephones charges to ensure they are billed and collected from guests.
- Monitor TV channels in addition to outlets' and public area's music to ensure smooth and proper functioning.
- In case of emergency, handle all communications for the hotel whilst serving as the communication center.
- Keep abreast of telephone directory, new staff and leavers, emergency procedures, special promotions and general hotel product knowledge.
- Maintain the neatness of their working area at all time.
- Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Requirements

Desires skills & qualifications:

- Eligible for a working permit in country of hire
- One year experience in a customer service oriented position
- English - excellent oral and written skills
- Ability to work and communicate in a multinational environment

About Kempinski

Hoteliers since 1897, we have travelled the world in search of the most fascinating destinations without ever forgetting the finest traditions of our European heritage. We are dedicated to please, educated to entertain, and we never compromise on the European elegance of service. We pride ourselves on delivering a beautiful performance for each and every one of our guests. And for our employees, we provide a stage on which they can flourish and realise their full potential. Embrace an experience as individual as you are!

About the Company

The Kempinski name is proudly borne by a growing collection of distinguished properties around the world. As Europe's oldest luxury hotel group, we are committed to providing our guests with memorable journeys inspired by exquisite European flair. We believe life should be lived with style.

Each year, an increasing number of guests come to appreciate these qualities, as Kempinski adds new, exciting destinations in Europe, the Middle East, Africa, Asia and The Americas. While this growth reflects the strength and success of the Kempinski brand, the collection will remain a limited one, where exclusivity can be nurtured and individuality can flourish.

We believe that our prestigious, European heritage puts Kempinski in a unique position to satisfy the expectations of the stylish and discerning traveller. It's not just to simply provide a hotel bed and a meal, at Kempinski it's all about bringing a story to life.

Since 1897, our employees have been a part of creating history around the world. From historic buildings to the most avant-garde of modern architecture, our properties are the setting for some of life's greatest moments. We've witnessed historic meetings between world leaders, celebrities taking sanctuary in the world of privacy we create for them, and created incredible memories for guests on a 'once-in-a-lifetime' journey.

We are wholeheartedly committed to providing perfection for our guests at every moment and in every way. Perhaps it's something as life-changing as a wedding celebration, where our attention to detail and perfect service mean that your special day goes without a hitch. Or perhaps it's as simple as the note left on your pillow at night, which thoughtfully lets you know the weather tomorrow so you know how to dress in the morning. At Kempinski, we are each personally responsible for creating rich and meaningful experiences for our guests.