Telephone Operator - Arabic Speaker

Kempinski Hotel

Dubai, UAE

Ref: RP566-129

Job description / Role

Employment: Full Time

Telephone Operator (Arabic Speaker)

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

Kempinski Hotel Mall of the Emirates

A luxurious alpine retreat in the heart of the desert, Kempinski Hotel Mall of the Emirates is a landmark Dubai hotel and one of Kempinski's most unique city properties. It combines exciting shopping, entertainment and dining options with lavish accommodation, including 15 spacious but cozy ski chalets overlooking Ski Dubai.

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

Competencies:

- CID experience
- Arabic language is a must
- Fluency in English (Written and Spoken)
- Additional languages is a strong asset
- Previous experience in a similar role in a 5 star international hotel chain
- Flexibility
- Excellent communication skills

About Kempinski

Hoteliers since 1897, Kempinski have travelled the world in search of the most fascinating destinations without ever forgetting the finest traditions of its European heritage.

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.

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