Telephone Operator

Industry:
Hotels
Department:
Front of House
Job Role:
Other Role
Level:
Staff- Line level
Location:
United Arab Emirates (UAE)
Area:
Dubai
Salary Description:
Competitive Salary Offered
Posted:
08-Nov-17
Recruiter:
Al Khoory Hotels
Job Ref:
AKAH

JOB DESCRIPTION

Job Title: TELEPHONE OPERATOR
Department: FRONT OFFICE
Division: OPERATIONS
Reports To: FRONT OFFICE SUPERVISOR /ASST. FRONT OFFICE MANAGER
Subordinates:
(if applicable) NOT APPLICABLE

I. JOB SUMMARY
Answer incoming internally and externally calls at all time in friendly and courteous manner to maintain a high standard of service of guest expectation. Professionally handles and resolves any guest or property related issues or requests.

II. MAIN DUTIES AND RESPONSIBILITIES

• Maintains a high standard of personal appearance and hygiene at all times. Reports for duty punctually wearing the correct uniform and badge at all times.
• To provide a courteous and professional service at all times.
• Logs all wake-up call requests and performs wake-up call services.
• To be fully aware of and adhere of health and safety, fire and bomb threat procedures.
• Monitors automated systems including fire alarms and telephone equipment when engineering and maintenance department is closed.
• Log all requests received by guest and hand it over accordingly to concerned department and to follow up by returning call back to guest of concerned department to ensure quick response from departments.
• To respond to any changes as dictated by the hotel, and the management.
• To ensure that all the services advertised to guests are constantly and efficiently available.
• To handle message, mail and telephone inquiries of Guests and distribute to concierge for immediate delivery.
• To confirm the flight bookings for guests as required and to update departure times in OPERA system.
• To sell in-house Hotel facilities.
• Provide courtesy calls to the in-house guests.
• Knowledge regarding the locations, local area attractions.
• Knowledgeable regarding the emergency contact numbers.
• Provided information about hotel services to guests.
• Understand the telephone operator board or PBX switchboard operations.
• Knows what action to take when an emergency call is required.
• Trains or assists with training new telephone operations in performance of job duties.
• To maintain Log Book for necessary follow up on guests' needs and wants.
• To random inspect guest rooms and report defects to concerned department
• Performed other duties and responsibilities as and when required.

III. JOB ACCOUNTABILITIES

• Accountable for the day-to-day Front Office Operations
• Accountable for any cash loses in the daily operations related to Front Office.
• Accountable for any valid customer complaints and should professionally address them.

IV. KEY PERFORMANCE INDICATORS (KPIs)


V. COMMUNICATION & WORKING RELATIONSHIPS

External :
Internal : Hotel Guests
Hotel Manager
Front Office Manager
Front Office Staff
Reservation Staff
Food & Beverage Staff
Housekeeping Staff
Engineering Staff

Contact Details:
Al Khoory Hotels
Tel: .
Contact: HR Department

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