Royal Service Agent Telephone Operator

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

Job summary

A leading hotel chain located in Fujairah is looking for a dedicated Telephone Operator to deliver outstanding guest services. The position involves managing calls, assisting guests, and maintaining hotel standards. Candidates must have a background in guest services, exceptional communication skills, and the ability to work under pressure. Join a vibrant team environment where guest satisfaction is top priority. Full-time role with no remote work options.

Qualifications

• Previous role as a Telephone Operator is a must.
• Must possess outstanding guest services skills and sophisticated verbal communication skills.
• Ability to work cohesively with fellow colleagues as part of a team.

Responsibilities

• Consistently offer professional friendly and engaging service.
• Manage calls and emails, ensuring follow up according to hotel standards.
• Provide information to guests regarding hotel services and promotions.

Skills

Outstanding guest services skills

Verbal communication skills

Computer literacy

Interpersonal abilities

Problem-solving abilities

Ability to work under pressure

Teamwork

Attention to guest needs

Fluency in English

Tools

Opera Property Management System

Microsoft Windows

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

• 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.
• Embrace the Fairmont brand promise and luxury in your role and in all your interactions
• Foster an inclusive environment where every individual feels valued and respected.

Remote Work

No

Employment Type

Full-time