Royal Service Agent (Telephone Operator)

Job description

Company Description

Fairmont The Palm is a luxury, world-class resort located on the iconic Palm Jumeirah Island in Dubai. The hotel features 391 guest rooms and suites with dedicated Fairmont Gold rooms and lounge. A total of 11 food and beverage outlets on property offer international dining options including Michelin Guide recommended 2022 and 2023 Little Miss India, Frevo - Brazilian Churrasco experience, Seagrill Bistro, Ba Restaurant and Lounge, Blowfish, Flow Kitchen, The Cigar Room, Vuvuzela and others. Fairmont The Palm also features an expansive pool and beach area with a health club, Serenity Spa Dubai - The Art Of Well Being and the Fairmont Falcons Kids’ Club.

Job Description

·  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, meetings rooms, etc.
·  Receives and logs into the Table Management System the restaurant reservations requests with all information required.
·  Maintaining the communication with the guests regarding the lost & found items.
·  Creating amenities in the system for the 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.
·  Promotes and leads a service driven, results driven work environment.
·  Follow department policies, procedures and service standards.
·  Follow all safety policies and promotes a safe work environment.
·  Other duties as assigned.

Qualifications

·  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 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.