Telephone Operator

Abu Dhabi National Hotels; Dubai; On-site; AED 30,000 - 45,000; Full time

Job summary

A leading company in the hospitality sector is seeking a Guest Service Associate to manage guest inquiries and provide exceptional service. You will be responsible for answering calls, processing requests, and ensuring guest satisfaction. The ideal candidate will have strong communication skills and a commitment to quality service.

Qualifications

• Experience in guest service roles preferred.
• Ability to operate telephone switchboard and point-of-sale systems.

Responsibilities

• Answer and process guest requests via various communication methods.
• Provide information about room features and local amenities.
• Maintain confidentiality and protect company assets.

Skills

Communication

Customer Service

Problem Solving

Job description

• Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices.
• Operate telephone switchboard, process guest requests for wake up calls, and connecting and directing calls to the appropriate extension.
• Receive, record, and relay messages accurately. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bell person, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction.
• Provide information to guests about room features, property amenities, and local areas of interest.
• May process food & beverage orders, answer questions on menu selection and record transactions in point-of-sale system.
• Assist guests with accessing internet and guestroom entertainment.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information; and protect company assets.
• Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities.
• Thank guests with genuine appreciation.
• Speak with others using clear and professional language, and answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others, and support team to reach common goals.
• Comply with quality assurance expectations and standards.
• Performs any other reasonable duties as assigned to her/him by management and assist other departments, as necessary.