Telephone Operator

Roles and Responsibilities

• Consistently offer professional, friendly and engaging service.
• Process all external and internal calls and emails either by redirecting calls/emails or assisting the caller/sender.
• Promptly answer telephone calls and emails, addressing callers and senders in a clear, friendly and courteous tone of voice.
• Take ownership of the caller’s request and ensure follow-up according to the hotel’s standards.
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering.
• Act as dispatcher through Royal Service for security, guest services and other colleagues in operations.
• Update Service Requests and work orders and dispatch to the right department.
• Maintain and monitor the “Royal Service” software system and ensure that all services provided at Royal Service are always available and are carried out efficiently.
• Responsibly use all available systems including PMS (Property Management System), telephone system, Royal Service, fax, etc.
• Maintain the upkeep of all telephone and related equipment within the switchboard to ensure maximum efficiency.
• Maintain information confidentiality.
• Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages to/from the computer. Ensure that messages taken are forwarded to and received by guests.
• Provide time and information in response to emergencies and guest requests such as plumbing problems, housekeeping requests, etc. Verify with guests, after a reasonable pre-set time, whether the request has been delivered. Follow-ups to be endorsed to proper channels.
• Receive wake-up call requests from guests, repeat information back to caller as it is taken, accurately and expediently log/input information. Deliver wake-up calls at the requested time.
• Serve as a liaison for guests requiring information relating to all aspects of the hotel, such as F&B promotions, Reservations, meeting rooms, etc.
• Receive and log into the Table Management System the restaurant reservations requests with all information required.
• Maintain communication with the guests regarding lost & found items.
• Create amenities in the system for efficient delivery and cross charging.
• Have full knowledge of the hotel’s emergency procedures. Remain calm and polite during emergency situations and/or heavy hotel activity.
• Promote and lead a service-driven, results-driven work environment.
• Follow department policies, procedures and service standards.
• Follow all safety policies and promote a safe work environment.
• Other duties as assigned.

Desired Candidate Profile

• Fluency in Arabic language is a must, speaking and writing.
• Previous role as a Telephone Operator is a must.
• Must possess outstanding guest services skills and sophisticated verbal communication skills.
• Computer literate in Microsoft Windows applications required. Knowledge of Opera Property Management System is an asset.
• Strong interpersonal and problem-solving abilities.
• Highly organized, responsible & reliable.
• Ability to work well under pressure in a fast-paced environment.
• Ability to work cohesively with fellow colleagues as part of a team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Fluency in English, secondary language preferred.
• Must have the ability to handle a multitude of tasks and guest requests.