Telephone Operator

Job description / Role

Overview

Found in the city's iconic Dubai Marina, The First Collection Marina features 493 stylish rooms and suites, many boasting breathtaking maritime views, while its top-notch facilities and amenities include a rooftop pool, in-house spa, and a 24-hour gym. The hotel offers signature dining experiences, stellar service, and modern amenities. Our hotel is steps away from Dubai Marina's waterfront promenade and The Walk at JBR, while neighbouring attractions can be quickly accessed with our shuttle service. Additionally, guests get exclusive access to Soluna Restaurants and Beach Club on the Palm Jumeirah.

The First Collection Marina is part of The First Collection portfolio, an award-winning brand embodying authentic, value-driven experiences, emphasising comfort and ease in each bespoke accommodation. Our hotels, each teeming with their own character, transcend conventional stays, offering immersive experiences designed for genuine connections.

Join our dynamic team committed to delivering exceptional hospitality experiences and unlock endless opportunities for professional growth with The First Collection Marina.

The First Group Hospitality is a leading hospitality management company pioneering a new era of excellence. With a rapidly expanding portfolio of award-winning upscale hotels, signature restaurants, and distinctive leisure destinations, we are committed to creating unforgettable experiences at every touchpoint.

Our team of seasoned professionals brings decades of experience from renowned hotel brands, combined with a deep understanding of the Dubai and GCC markets. With a comprehensive infrastructure spanning all key areas of hotel management, we offer tailored solutions to maximise efficiency, drive revenue growth, and enhance guest satisfaction.

At The First Group Hospitality, we are dedicated to building long-term partnerships with our clients. By leveraging our global insights, regional expertise, and strong operational foundation, we ensure that every aspect of your hotel is managed with precision and care. Our goal is to optimise performance, boost profitability, and deliver sustainable growth for your property.

Job description

• Ensure brand standards, policies and procedures are adhered to at all times.
• Maintain complete knowledge of all hotel features and services, hours of operations, all hotel restaurant food concepts, menu price range, dress code and ambiance, all hotel room types, numbers and names, layout appointments, amenities and locations, all hotel room rates, special packages and promotions, daily house count and expected arrivals and departures, scheduled daily group activities, names and locations of meeting and banquet rooms, 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 etiquettes.
• Take in-room dining orders from 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 standard operating procedures for fire evacuation, your role, and what is required in emergency situations.
• Successfully complete the training and 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 with, and ensure that all guests are checked in and out from the DTCM e-service portal and CID systems.
• Follow, comply with, and ensure that all service requests and incidents requested by guests and/or associates are logged into FCS and 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 experience working at the reception or as a telephone operator in a 4-star property with 250+ inventory.
• One year experience with front office computer literacy.
• Excellent communication skills with proficiency in speaking and writing English.
• Team player with excellent planning, organizing, and problem-solving skills.
• Able to work flexible working 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.