Front Desk Attendant jobs in United Arab Emirates

Job Description

Telephone Operator (

HOT0BBZM: DoubleTree by Hilton Resort & Spa Marjan Island, Marjan Island Blvd. Ras Al Khaimah 1468

A Care Line Agent is responsible for processing all incoming and outgoing calls accurately and courteously.

What will I be doing?

A Care Line Agent contributes to the impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Process all incoming and outgoing calls accurately and courteously
• Record and control wake-up calls accurately
• Page guests in cooperation with concerned departments
• Assist guests with international calls and directory queries
• Call guests by name whenever possible
• Page staff members when requested
• Abide by principles of guest privacy
• Handle guests' needs or requests and report complaints to the Supervisor
• Bill call costs
• Aware of local telephone listings and frequently dialed numbers
• Advise defects on switchboard equipment to Supervisor
• Attend to all guest queries and requests promptly
• Maintain detailed knowledge of the Hotel's fire, life and safety system
• Provide secretarial services for guests
• Be efficient in the use of all business center equipment
• Update traffic sheets accurately
• Handle complaints promptly and follow up thoroughly on action taken
• Promote in-house service and facilities
• Update airline schedules and guide the guest whenever requested
• Coordinate the reservations of meeting rooms
• Advise Supervisor of all stationary needs in advance
• Ensure cleanliness of work area and clean your work area prior to departing
• Report daily activities in logbook

Occupational Health and Safety Responsibilities:

• Demonstrate awareness of Hilton policies and procedures and ensure all procedures are conducted safely and within Hilton guidelines
• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
• Initiate action to correct a hazardous situation and notify supervisors of potential dangers
• Log security incidents and accidents in accordance with hotel requirements

What are we looking for?

Care Line Agents serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

Drive for Results:

• Compete against a standard of excellence by setting high performance standards and pursuing aggressive goals
• Strive for constant improvements and take responsibility for achieving business results and persevere despite obstacles

Understanding the Business:

• Demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information
• Adhere to Hilton Corporate Code of Conduct, Employee Handbook and Hotel policies
• Demonstrate an understanding of competitors' major strengths and weaknesses
• Establish and interpret key performance indicators to manage the business, consistently taking into account financial implications of business decisions and recommendations
• Have a broad knowledge of how the business is run, focusing on the major factors necessary to ensure that the business is successful and profitable

Hospitality:

• Demonstrate an understanding of competitors' major strengths and weaknesses
• Establish and interpret key performance indicators to manage the business, consistently taking into account financial implications of business decisions and recommendations
• Have a broad knowledge of how the business is run, focusing on the major factors necessary to ensure that the business is successful and profitable

Teamwork:

• Demonstrate cooperation and trust with colleagues, supervisors, teams and across departments to deliver positive results
• Actively participate in wider hotel meetings
• Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two-way communication
• Be comfortable and effective in an environment of ambiguity or change
• Be receptive to new ideas and respond to workplace changes in a flexible and optimistic manner
• Complete tasks as directed by Management

Developing Self:

• Develop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements
• Seek feedback on areas of shortfall
• Maximize opportunities for self-development

Reliability:

• Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervision
• Follow standards, policies and procedures
• Meet hotel attendance and grooming standards
• Understand and take into account the global nature of the business; work effectively with colleagues from different viewpoints, cultures and countries.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and