Telephone Operator

Job description

Company Description

At the 25hours Hotel One Central, Bedouin traditions are brought back to life and reinterpreted in a contemporary way. Here our colleagues become storytellers themselves. With a view of the Museum of the Future near the Dubai International Financial Center, everyone will find their way to us. Whether for an ice cream walk or a birthday celebration, we also enjoy spending time together outside of work. We are a colourful, diverse, professional team and love our friendly, informal culture.

COME AS YOU ARE & JOIN THE  25h TRIBE.

Job Description

How does your working day look like …

·  Answer Incoming Calls: Respond promptly to calls from guests, potential clients, and other hotel departments.
·  Direct Calls: Transfer calls to the appropriate departments, rooms, or staff members.
·  Provide Information: Offer accurate and courteous information about hotel services, amenities, and local attractions to guests.
·  Message Delivery: Take and deliver messages for guests, ensuring clarity and accuracy.
·  Interdepartmental Communication: Relay important messages and information between departments (housekeeping, concierge, front desk, maintenance, etc.).
·  Assist with Requests: Help coordinate requests for services like room service, housekeeping, wake-up calls, and maintenance.
·  Confirming bookings, and handling any inquiries related to room availability at night.
·  Up-sell Services: Promote additional services or amenities (e.g., spa, dining) to guests when appropriate.
·  Guest Inquiries: Handle any inquiries or complaints with professionalism and efficiency, ensuring guest satisfaction.
·  Special Requests: Address and facilitate special guest requests (e.g., wake-up calls, room changes).
·  Emergency Calls: Respond to emergency situations, directing calls to appropriate personnel like security, medical staff, or the front desk.
·  Documentation: Log messages, requests, and inquiries for future reference and follow-up with the use of MessageBox.
·  Emergency Response: Follow emergency procedures for situations like fire alarms, medical emergencies, or security concerns.
·  Security Awareness: Ensure that sensitive information about guests or hotel operations is handled securely.
·  Schedule Wake-up Calls: Ensure wake-up calls are made on time, according to guest preferences.
·  Data Entry: Update guest records and other relevant guest feedbacks in the hotel's system as needed.
·  Maintain Work Area: Ensure the telephone switchboard area is clean, organized, and well-maintained.
·  Professional Appearance: Maintain a polite, friendly, and professional demeanor at all times.
·  Support Hotel Goals: Ensure that all interactions reflect the hotel's brand and commitment to luxury service.
·  Answer all calls according to the set standard in the department training manual.
·  Assist with all, internal as well as external request and pass it on to the concerned department / room number 
·   Handle messages for in-house and expected guests.
·  Prepare Reports: Generate daily, weekly, and monthly reports related to call volume, guest inquiries, and service quality.
·  Respond to all emails in a timely manner according to the set standard in the department training manual.
·  Crosscheck and make sure the guest nationality and ID in OPERA matches with that in VICAS.
·  Any other duties as may reasonably be requested by the management 

Qualifications

Your personality counts more than your CV …

·  High school diploma or higher education is preferred and Telephone system
·  Working in a customer service driven environment.
·  Working with different computer software Microsoft Office packages.
·  Working Knowledge of Opera software is preferred.
·  Telephone handling training or cross training in telephones is desirable.
·  Experience working in a multi-cultural environment and teamwork spirit is also desirable
·  Good telephone / administrative / computer skills
·  You can speak and write English fluently. Arabic is a plus.
·  You’re a doer – and even if you do it wrong sometimes, you openly admit it.
·  You have extensive knowledge of spa treatments, products, and techniques.
·  You’re not just bringing your abilities, but also your character.

Additional Information

Additional Information

What’s in it for you …

·  Get to know all the other 25hours hotels and stay ten nights a year for free as an employee!
·  Take advantage of being part of Ennismore and get generous discounts when visiting our bars and restaurants as well as booking hotel rooms all over the world
·  Benefit from great offers from our numerous cooperation partners
·  Be part of our hilarious staff parties and much more...