Telephone Operator

Job description / Role

Key tasks

Main Key Responsibilities
- Provide all the department the services and carries out other Front Office related duties
- To provide courteous, professional, efficient and flexible service at all times, following the hotels Standards of Performance.
- Open and close telephone functionality on the hotel front office software.
- Update and maintain telephone directory in Opera.
- To answer all local and overseas calls and put them through for hotel guests and staff.
- To handle inquiries regarding time, weather phone numbers, prayer timings etc…
- To ensure effective and efficient delivery of received messages relating to the 15-Minutes Guest Satisfaction Guarantee as per IBIS standard
- To attend daily briefing conducted by ANM/DM or FOM before the start of every shift.
- To adhere to the telephone procedure of handling calls and apply it to daily operation
- To be fully conversant with all services, activities, facilities and F&B Promotions offered by the hotel and recommend to the guests.
- To hand over the pending points to Front Desk for proper follow up and action.
- To perform opening and closing procedures established for the Place of Work as assigned.
- To monitor operating supplies and reduce spoilage and wastage.
- To be aware of the rooms location, including room rates,
- To be able to explain to the guests all facilities and services of the hotel including amenities in the room
- To ensure that all departmental reports and correspondence are completed punctually and accurately
- To be well conversant of the local environment of the hotel: the city, culture, activities, exhibitions, shopping malls, and general information around the hotel.
- To provide wake-up calls as requested by the guests.
- To handle outgoing and incoming facsimiles and ensure delivery to guests and hotel personnel.
- To ensure immediate delivery of any messages received for the guest.
- To assist the Front Office Supervisor for any assigned tasks and reports.
- To liaise with all other departments for all Guest related matters.
- To be conversant and fully knowledgeable of OPERA system as per the scope of work
- To be aware with the policies and procedures concerning fire, emergency evacuation, accidents, bomb threats, law and order situations.

Requirements

Skills
- Level of Education Vocational education Areas of study Hospitality Management Professional experiences 1 to 2 years Languages essential English Optional languages Arabic

Essential and optional requirements
- Desired candidate should have a minimum of 1 year experience in similar role.
- Must be computer literate with effective communication skills and an excellent command of written and spoken English.
- Should possess a strong character with a harmonious attitude to lead a multi-cultural team to reach the set goals of the department.
- The ideal candidate will be a hands-on professional with a passion for service quality and excellence.
- Outgoing, creative and eager to share the HEARTIST philosophy and AccorHotels values with guests and associates.
- Access
- Excel
- Word

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.