Telephone Operator

Job description / Role

Job 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, and 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 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 and enter orders into the 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, written, or through the voicemail system.

- Maintain and update the Opera telephone directory.

- Prepare any admin-related tasks delegated by the line manager.

- Take requests 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 during the conversation.

- Respond to emergency situations calmly and 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 an emergency situation.

- Successfully complete 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 work as and when assigned by the supervisor and/or management.

Desired Skill & Expertise

- At least 1+ years of experience working at the reception or as a telephone operator in a 4-star property with 250+ inventory.

- 1 year of experience in front office computer literacy.

- Excellent communication skills with proficiency in speaking and writing English.

- Team player with excellent planning, organizing skills, and excellent problem-solving skills.

- Able to work flexible hours with rotating shifts.

- Pleasant personality and good grooming.

About the Company

The First Group is a British-owned international property development company based in Dubai. The focus is on delivering innovative overseas property developments and solutions to meet the demands of the international property investment market.

As an emerging property market specialist and one of the region\\'s leading independent serviced residential and commercial building developers, The First Group prides itself on offering clients quality off-plan developments, unrivalled services and pioneering products for the finest investment opportunities in Dubai and the Northern Emirates.

With over 20 years\\' experience in the international property market and unparalleled commitment to excellence in all areas, including construction, design, finish and service, choosing to invest with The First Group offers a reliable and secure investment in one of the world\\'s most lucrative property markets.