Telephone Operator

VOCO Hotels; Dubai; On-site; AED 40,000 - 60,000; Full time

Job summary

A leading hotel is seeking a Room Service Associate who will be responsible for answering calls, managing orders, and ensuring guest satisfaction. The ideal candidate will have a Bachelor's degree in Hospitality or Business Administration, excellent communication skills, and experience in the hospitality industry. This role requires multitasking and a customer-oriented approach to provide top-notch service to guests.

Qualifications

• 8 to 12 years of experience in hospitality.
• Certification in supply chain management or similar.

Responsibilities

• Answer incoming room service calls and address guest inquiries.
• Accurately take and manage room service orders.
• Coordinate food delivery to guest rooms.

Skills

Excellent Communication Skills

Excellent organization skills

Customer Orientation

Teamwork

Multitasking

Creativity & Innovation

Analytics Focus

Logical reasoning

Education

Bachelor's Degree in Hospitality

Bachelor's Degree in Business Administration

Tools

Hotel Reservations Software

Job description

Answering Calls:
Professionally and courteously answer incoming room service calls, promptly addressing guest inquiries, requests, and concerns. Ensure a high level of telephone etiquette is always maintained.

Order Management:
Accurately take room service orders, confirming all details such as menu items, special requests, and delivery preferences. Ensure orders are promptly relayed to the kitchen or relevant teams for preparation.

Call Transfers:
Effectively transfer calls to the appropriate departments or individuals when required, ensuring accurate communication and maintaining records of call transfers.

Menu Knowledge:
Stay thoroughly familiar with the room service menu, including ingredients, preparation times, and promotions, to provide accurate recommendations and answer guest inquiries.

Guest Assistance:
Assist guests with general inquiries about room service offerings, hotel amenities, and any specific dietary or service requests.

Follow-Up:
Ensure timely follow-up with guests to confirm their satisfaction with delivered orders and address any additional needs.

Delivery of Food:
Coordinate and participate in the delivery of food and beverages to guest rooms, ensuring all items are delivered promptly, accurately, and in compliance with hotel presentation standards.

Mise en Place:
Assist in setting up and maintaining the mise en place for room service operations, including organizing trays, cutlery, napkins, condiments, and other essentials to ensure efficient service.

Your day to day

Answering Calls:
Professionally and courteously answer incoming room service calls, promptly addressing guest inquiries, requests, and concerns. Ensure a high level of telephone etiquette is always maintained.

Order Management:
Accurately take room service orders, confirming all details such as menu items, special requests, and delivery preferences. Ensure orders are promptly relayed to the kitchen or relevant teams for preparation.

Call Transfers:
Effectively transfer calls to the appropriate departments or individuals when required, ensuring accurate communication and maintaining records of call transfers.

Menu Knowledge:
Stay thoroughly familiar with the room service menu, including ingredients, preparation times, and promotions, to provide accurate recommendations and answer guest inquiries.

Guest Assistance:
Assist guests with general inquiries about room service offerings, hotel amenities, and any specific dietary or service requests.

Follow-Up:
Ensure timely follow-up with guests to confirm their satisfaction with delivered orders and address any additional needs.

Delivery of Food:
Coordinate and participate in the delivery of food and beverages to guest rooms, ensuring all items are delivered promptly, accurately, and in compliance with hotel presentation standards.

Mise en Place:
Assist in setting up and maintaining the mise en place for room service operations, including organizing trays, cutlery, napkins, condiments, and other essentials to ensure efficient service.

What we need from you

FUNCTIONAL PRE-REQUISITIES:

BEHAVIOURAL COMPETENCIES:

Educational Qualifications: 1

Bachelor's Degree in Hospitality, Business Administration OR related.

Excellent Communication Skills

Excellent organization skills

Customer Orientation

Teamwork

New ways of working

Multitasking

Creativity & Innovation

Analytics Focus

Logical reasoning

Years of Experience:

Max 12 / Min - 8

Industries Acceptable From:

Hospitality

Role Specific Qualifications & Training:

Certification in supply chain management OR similar

Languages Required:

Fluent English

Computer and Software Proficiency:

Hotel Reservations Software

Driving License:

NA

Travel Availability / Time Flexibility:

World Islands Dubai / Very Essential

Work Relationships:

Internal: Executive Committee

External: Suppliers/Vendors

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