Royal Service Agent (Telephone Operator)

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

Job summary

A leading hospitality company in Dubai is seeking a full-time Telephone Operator to provide exceptional guest service. The ideal candidate must fluently speak Arabic and have prior experience in similar roles. Responsibilities include answering calls, assisting guests with inquiries, and maintaining confidentiality. Strong interpersonal skills and the ability to work under pressure in a fast-paced environment are essential. Knowledge of Microsoft Windows and Opera Property Management System is preferred.

Qualifications

• Fluency in Arabic language is mandatory, both written and spoken.
• Prior experience as a Telephone Operator is required.
• Ability to communicate complex information clearly and courteously.

Responsibilities

• Provide friendly and professional service to all guests.
• Process incoming calls and emails efficiently.
• Assist guests with requests and maintain confidentiality.

Skills

Fluency in Arabic language

Outstanding guest services skills

Strong interpersonal skills

Problem-solving abilities

Ability to work under pressure

Tools

Microsoft Windows

Opera Property Management System

Job description

Responsibilities

• 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 callers request and ensure follow up according to the hotels 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 hotels 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.

Remote Work

No

Employment Type

Full-time