Telephone Operator

Grand Millennium Al Wahda; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxury hotel in Abu Dhabi is seeking a Telephone Operator to provide exceptional service to guests over the phone. In this role, you will prioritize calls, communicate effectively with various departments, maintain knowledge of hotel services, and ensure a positive experience for all guests. You will manage the switchboard operations efficiently and uphold company policies related to health and safety. This position offers an opportunity to enhance guest satisfaction through professional communication.

Responsibilities

• Professionally receive each Guest call to ensure friendly interactions.
• Communicate effectively with departments for seamless service delivery.
• Address queries with politeness, exceeding Guest expectations.
• Greet Guests by name when they call, adhering to standards.
• Stay informed about Hotel services and local offerings.
• Use Opera Guest profile system for Guest profiles.
• Complete long-distance call vouchers accurately.
• Manage the Guest wake-up call sheet promptly.
• Facilitate efficient internal and external call transfers.
• Take messages for Guests and Management as per standards.
• Adhere to environmental, health, and safety standards.
• Follow company procedures regarding health and safety.

Job description

As a Telephone Operator, your role is to prioritize each phone call, delivering a professional and customer-focused response to our Guests, with the aim of creating a memorable and positive experience during their stay.

Key Job Responsibilities:

• Professionally and warmly receive each Guest call, ensuring a friendly interaction.
• Foster effective communication with all relevant departments to ensure seamless service delivery.
• Address every query with politeness and courtesy, consistently exceeding Guest expectations.
• Greet Guests by name upon calling, adhering to the established standard.
• Keep abreast of the Hotel's services and local offerings, maintaining up-to-date knowledge.
• Cultivate awareness of Guest profiles through the Opera Guest profile system.
• Complete long-distance call vouchers and accurately record them on the traffic sheet.
• Manage the Guest wake-up call sheet, delivering calls promptly and meeting established standards.
• Ensure the smooth operation of the switchboard, facilitating fast and efficient internal and external call transfers.
• Take messages for Guests and Management in accordance with prescribed standards.
• Uphold environmental, health, and safety standards in alignment with organizational policies.
• Adhere to the company’s environmental, health, and safety procedures and policies.