Instant Service Agent

voco; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

voco Dubai seeks a Telephone Operator to manage guest communications efficiently. Candidates must have 1 to 2 years of experience in a high-end hotel and demonstrate excellent communication skills and the ability to work under pressure. Join a team dedicated to delivering True Hospitality.

Qualifications

• 1-2 years experience in similar role at a 4* or 5* hotel.
• Familiarity with centralized telephone systems.
• Experience with hotel service optimization systems.

Responsibilities

• Ensure efficient service at the Telephone Section.
• Answer and manage guest calls and requests, including emergencies.
• Maintain equipment and confidentiality of information.

Skills

Communication skills

Interpersonal skills

Attention to detail

Problem-solving

Ability to work under pressure

Job description

Bachelor of Business Administration(Management)

Nationality

Any Nationality

Vacancy

1 Vacancy

Job Description

Your day to day

• Ensure that all services provided at Telephone Section are always available and are carried out efficiently.
• Responsibly use all available systems including PMS (Property Management System), telephone system, Hotel Service Optimization System (HotSOS), fax, etc.
• Maintain the upkeep of all telephone and related equipment within the switchboard to ensure maximum efficiency.
• Maintain information confidentiality.
• Promptly answer telephone calls, addressing callers in a clear, friendly, and courteous tone of voice.
• Listen carefully to callers to obtain complete information to process calls quickly and accurately.
• Seated in a confined area for extended periods of time. Must possess the ability to communicate/write proficiently and possess good communication skills.
• 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.
• Act as dispatcher through HotSOS for security, guest services and colleagues in operations. 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 are 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.
• Provide information to callers about hotel guestrooms and facilities, operating hours, activities such as: F&B promotions, Reservations, meetings rooms, etc.
• Immediately answer and handle emergency calls. Listen carefully to details to identify nature of problem and respond appropriately in accordance with established procedures. Initiate emergency response as necessary and legibly documents pertinent details.
• Remain calm and polite during emergency situations and/or heavy hotel activity.
• Resolve complications and complaints such as missed wake-up calls or missed messages, using previous experience and good judgment.
• Perform other duties as may be required such as, among others, inputting/updating information in the CID-HIS system.
• Take endorsement from previous shift and follow up on any outstanding matters.
• Be aware of all fire prevention and safety regulations.

What we need from you

At voco Dubai, we look for hosts who are reliably different and contribute in the success of bringing our brand to life!

The ideal candidate must have 1 to 2 years of progressive work-related experience in the same role in a 4* or 5* city hotel in Dubai and should be familiar with opera. She/he should have Knowledge of centralized telephone systems. Skills in the operation of telephone equipment. Skills in dealing diplomatically with the guest under stressful conditions. Knowledge of personal computers and methods of updating database and ability to work under pressure of deadlines and ever-shifting priorities in a fast-paced environment. Also, must be a team player, have strong interpersonal skills, and work well independently as well as part of a team, flexible attitude and ability to adapt to changing priorities and business needs.

How do I deliver this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It s what connects every colleague in all IHG hotels.

Each IHG hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner

There s so much more to the job than we can capture here. It s simply about creating great experiences, doing the right thing and understanding people.

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